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.<\/p>\n\n\n\n
Responsibilities:<\/strong> Knowledge, Skills, & Qualifications:<\/strong> Preferred Additional Qualifications:<\/strong>
\u25cf Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
\u25cf Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
\u25cf Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
\u25cf Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
\u25cf Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
\u25cf Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
\u25cf Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities.
\u25cf Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
\u25cf Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
\u25cf 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.<\/p>\n\n\n\n
\u25cf 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.
\u25cf Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
\u25cf Remote Monitoring & Ticketing Systems: Experience with RMM tools and ticketing systems.
\u25cf Networking Expertise: In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
\u25cf Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
\u25cf Problem-Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently.
\u25cf Communication & Customer Service: Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
\u25cf Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.<\/p>\n\n\n\n
\u25cf Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud.
\u25cf Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
\u25cf Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.).
\u25cf Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).<\/p>\n\n\n\n