Technical IT Support Specialist; Level 2​/IT Managed Services

Job Description

We are seeking an experienced and highly skilled Technical IT Support Specialist (Level 2/3) to join our dynamic IT Managed Services team. This role requires a strong technical background in Windows Server environments, networking, and cybersecurity
, combined with excellent customer service, scheduling, and time management skills. The ideal candidate will support our customers, manage service requests, and ensure the seamless operation of our clients' IT infrastructures.

• Install, configure, and manage Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS, DHCP, and Hyper‑V/VMware virtualization
  .
• Troubleshoot and optimize Windows‑based networks, firewalls, and cloud services (Azure, M365).
• Perform root cause analysis on recurring issues and implement long‑term solutions.
• Implement cybersecurity policies and compliance standards (NIST, CIS, SOC2, ISO 27001, HIPAA, GDPR, etc.).
• Manage and monitor clients' IT environments to ensure optimal performance and security.
• Support on‑site and remote troubleshooting
  , ensuring minimal downtime for customers.
• Contribute to improving customer infrastructure by identifying potential upgrades, optimizations, and best practices.

• Assist colleagues with complex technical problems
  , providing guidance and solutions to improve team effectiveness.

• Plan and schedule service calls, on‑site visits, and project implementations
  .
• Maintain accurate documentation of technical solutions, configurations, and customer interactions for future reference.

• Develop and maintain SOPs, troubleshooting guides, and knowledge base documentation
  .
• Implement ITIL‑based best practices for incident, problem, and change management.
• Continuously improve IT processes and workflows for better efficiency and service delivery
  .

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Minimum 6+ years of experience in IT support
  , including 4+ years in an MSP environment.
• Proven experience working on a technical support team
  .

• Windows Server Administration (2016/2019/2022) – installation, maintenance, security hardening.
• Active Directory & Group Policy – user management, policies, authentication, permissions.
• Networking – troubleshooting TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls (Sophos, Sonic Wall, Cisco, Fortinet, Palo Alto).
• Virtualization – VMware, Hyper‑V, and cloud‑based virtualization solutions.
• Microsoft 365 & Azure – administration, security configurations, and troubleshooting.
• Backup & Disaster Recovery – configuring and managing solutions like Veeam, Datto, or Acronis.
• Cybersecurity – advanced knowledge of endpoint protection, patch management, SIEM, and vulnerability assessments.

• Microsoft Certified Solutions Expert (MCSE):
  Core Infrastructure (or equivalent)
  • Windows Server Administration.
  • Identity & Access Management.
  • Networking & Storage.
  • Virtualization & Cloud Integration (Azure).
  • Security & Compliance Implementation.
• CompTIA Security+ or CISSP (preferred).
• ITIL v4 Foundation (a plus).

• Excellent time management and communication skills for managing tickets and client interactions.
• Ability to handle high‑pressure situations and prioritize tasks effectively
  .
• Strong problem‑solving skills with a proactive approach to issue resolution
  .
• Must have a reliable vehicle for on‑site visits.

Be a part of a growing MSP that values innovation, customer success, and technical excellence
. As a Technical IT Support Specialist
, you’ll play a key role in maintaining customer infrastructure, resolving technical challenges, and improving IT security and efficiency.