MSP Level 2 Technician

Managed It Services (Msp) Level 2 Technician

Benefits:
Free uniforms, paid time off, training & development, competitive salary, employee discounts

Summary:

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 Ninja Rmm and ticketing systems such as Autotask Psa.
• 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.

Preferred additional qualifications:

• Cloud services:
  Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Automation:
  Familiarity with scripting and automation tools (e.g., Power Shell, Bash) to streamline processes.
• Monitoring tools:
  Knowledge of network and system monitoring tools (e.g., Solar Winds, Nanja, Auvik, etc.).
• Documentation tools:
  Proficiency in using documentation tools and platforms (e.g., Ninja Documentation, It Glue, SharePoint).
• Crm tools:
  Proficiency in using Crm tools (Keap, Hub Spot, Autotask, etc.)

Work environment:
This role requires the ability to work both onsite and remotely, depending on client needs. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.

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