Live the dream: Crush Tier 2 tickets for an MSP in the office.

Company Description

We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers.  We place candidates on a permanent, full time basis (no contract or contract-to-hire positions).

Job Description

Tier 2 IT Support Technician (MSP)
Location: In-Office

We’re looking for a true ticket crusher — someone who lives in the queue, thrives on solving problems, and takes pride in knocking issues out quickly and correctly.

This is a Tier 2 role inside a fast-paced MSP environment. You’ll be handling escalations, digging into tougher technical issues, and keeping clients up and running without drama. If you like variety, hate leaving problems unresolved, and enjoy being the person others go to when things get tricky, this will fit.

What You’ll Be Doing

• Work through a steady flow of support tickets across multiple client environments
• Handle escalations from Tier 1 and take ownership through resolution
• Troubleshoot issues across Windows environments, Microsoft 365, networking, and end-user systems
• Support and maintain cloud platforms (M365, Azure/Entra, SharePoint, OneDrive, Teams)
• Diagnose and resolve connectivity issues (VPN, DNS, DHCP, firewalls, etc.)
• Assist with user onboarding/offboarding, permissions, and device setup
• Document fixes clearly so the same issue doesn’t get solved twice
• Keep clients informed without overcomplicating things

What We’re Looking For

• 3 years in an MSP or multi-client IT support environment
• Strong troubleshooting instincts — you don’t guess, you isolate and solve
• Comfortable working tickets all day without losing focus
• Solid experience with:
  • Microsoft 365 / Office 365
  • Active Directory / Entra ID
  • Windows 10/11
  • Basic networking (TCP/IP, DNS, DHCP, VPNs)
• Experience with RMM/PSA tools (ConnectWise, Kaseya, or similar)
• Able to prioritize, manage your queue, and hit SLAs without being chased

What Makes Someone Successful Here

• You actually enjoy solving problems, not just closing tickets
• You don’t let things sit — you follow through
• You can juggle multiple issues without getting overwhelmed
• You communicate clearly with both technical and non-technical users
• You take ownership instead of passing things off

The Environment

• In-office, collaborative team — no disappearing behind a screen
• Fast-moving MSP with a mix of clients, technologies, and challenges
• No two days are the same, but the expectation is: get it done, get it right

If you’re the type who gets satisfaction from clearing the board and leaving things better than you found them, you’ll do well here.

Qualifications

MSP experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.