Level 2 Help Desk Technician (MSP Experience Required)

The Level 2 Help Desk Technician will provide remote technical support to our clients, troubleshoot a wide range of IT issues, and work within our ticketing and RMM platforms to resolve customer requests efficiently. The ideal candidate has previous MSP experience, strong customer service skills, and hands-on experience supporting Microsoft 365 environments., * Respond to customer support requests via phone, email, and ticketing system.

• Troubleshoot and resolve Windows desktop and laptop issues.
• Support Microsoft 365 environments including Outlook, Exchange Online, Teams, OneDrive, and SharePoint.
• Manage user accounts, permissions, and security groups in Azure Active Directory (Azure AD).
• Diagnose and resolve printer, networking, and connectivity issues.
• Perform workstation setup, software installations, and system configurations.
• Monitor and manage client environments using NinjaRMM.
• Document all work performed and maintain accurate ticket notes in ConnectWise Manage.
• Escalate complex issues to senior engineers when necessary.
• Follow MSP best practices for customer communication and ticket management.
• Provide exceptional customer service while supporting multiple clients remotely.

Do you have experience in Windows?, * Minimum 2+ years of MSP experience required.

• Experience using ConnectWise Manage or comparable
• Experience using NinjaRMM or comparable
• Strong knowledge of Microsoft 365 administration and support.
• Experience with Azure AD/Entra ID user management.
• Strong troubleshooting skills for Windows 10 and Windows 11 environments.
• Experience supporting printers, scanners, and peripheral devices.
• Understanding of TCP/IP, DNS, DHCP, VPNs, and basic networking concepts.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced MSP environment., * Experience with cybersecurity tools and endpoint protection solutions.
• Knowledge of backup and disaster recovery solutions.
• Experience supporting VoIP systems. (3CX, Broadvoice,etc), * MSP: 2 years (Required)

Ability to Commute:

• Broomall, PA 19008 (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive salary based on experience.
• Paid vacation and holidays.
• 401(k) plan eligibility after one year of employment.
• Employer-paid health insurance benefits following the initial 90-day employment period.
• Ongoing technical training and certification opportunities.
• Career advancement opportunities
• Collaborative and supportive team environment., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

We are a Managed Services Provider (MSP) delivering proactive IT support and technology solutions to small and mid-sized businesses. We are looking for a motivated and customer-focused Level 2 Help Desk Technician to join our team and help support our clients’ day-to-day IT needs.