Help Desk Level 2 Technician MSP

Help Desk Level 2 Technician (MSP) – With Level 3 Exposure

Location:

Onsite Job Type: Full-Time

Waytek MSP is a growing Managed Service Provider dedicated to delivering exceptional IT support and solutions to businesses. We pride ourselves on proactive service, technical expertise, and a collaborative team environment.

We are seeking a Help Desk Level 2 Technician with exposure to Level 3 responsibilities. This role bridges Tier 1 frontline support and Tier 3 infrastructure troubleshooting. You’ll handle escalated issues, perform advanced diagnostics, and assist with infrastructure-level tasks to ensure timely resolution of complex problems.

Resolve complex issues involving:

Email:
Organizational delivery issues, recognizing and mitigating compromises, Conditional Access policies, Barracuda/Mimecast/etc. Spam filtering

Active Directory:
Folder/user/security group/service account management, GPO/DNS/DHCP creation/management/troubleshooting, RADIUS

Software:
Advanced crash diagnostics, installation/uninstallation issues, advanced error resolution troubleshooting, mass deployment via Connect Wise Automate

Hardware: ESXi/Hyper‑V operational troubleshooting (not implementation), BSOD/PSOD analysis, advanced printing/scanning issues, advanced fax issues, RAID troubleshooting, non‑scripted SQL troubleshooting

Cloud:
Entra/Azure/Intune, AWS familiarity/troubleshooting/vendor communication, MDM

Power Shell:
Experience with 365/Teams Power Shell, AAD/Entra Power Shell, generic scripting

Network: VLAN, IPSec/SSLVPN, firewall/switches/routers/VPN troubleshooting, ISP troubleshooting

Security:
Endpoint security policies, MFA enforcement, compliance checks, A/V monitoring, compromise/mitigation risk assessment and handling

Backups:
Veeam B&R, Veeam CC, Datto

Assist with infrastructure projects such as firewall configuration, virtualization (Hyper‑V/VMware), and backup solutions.

Participate in advanced troubleshooting for 365/Entra/Intune and AWS environments.

Assist as needed with backend management.

Assist with environmental updates required after hours (firewall firmware, etc.)

Ability to assist with mass deployments as needed both during business hours and after hours.

Ability to assist in projects that feature severe troubleshooting issues during deployment.

Create, update, and/or split multi-issue tickets in Connect Wise.

Track and record all time entries and communication with clients.

Maintain client documentation and monitor ticket progress to meet SLA requirements.

Participate in scheduled on-call shifts to provide after-hours support for critical issues.

Respond promptly to alerts and client emergencies during on-call periods.

Competitive salary (DOE).

Health, dental, and vision insurance.

Paid time off and holidays.

Professional development and certification reimbursement.

Exposure to advanced Level 3 tasks for career growth.