Benefits: - Bonus based on performance
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 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.
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., PowerShell, Bash) to streamline processes.
- Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.).
- Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
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.
- Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
- Collaborative and supportive team culture.
Benefits:
- Competitive salary and performance-based bonuses
- Paid time off and holidays
- Opportunities for career advancement
Compensation: $75,000.00 - $90,000.00 per year
