Help Desk Support Specialist

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.

• Proven MSP experience using Connect Wise Manage/Automate
  , with strict adherence to ticket creation, detailed documentation, accurate time entry, and full ownership from intake through resolution
• Demonstrated success working in a high-volume, SLA-driven environment
  , actively managing the service board throughout the day and consistently meeting response and resolution targets
• Strong hands-on experience with Microsoft 365, Active Directory, and endpoint support
  , with the ability to prioritize and resolve urgent user-impacting issues
• Relevant certification (such as CompTIA A+, Network+, or similar) or equivalent practical experience is preferred.
• High school diploma or equivalent required; additional technical training or coursework is an advantage.