We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently.
Responsibilities:
● Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
● Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
● Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
● Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
● Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
● Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
● Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities.
● Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
● Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
● Emergency Support: Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss.
Knowledge, Skills, & Qualifications:
● Experience & Education: Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable.
● Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
● Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
● Networking Expertise: In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
● Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
● Problem-Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently.
● Communication & Customer Service: Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
● Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.
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