Help Desk Tier 2 Technician

Position Overview:
We are seeking a skilled and detail-oriented Tier 2 Technician to join our team. The Tier 2 Technician will serve as a critical escalation point for complex technical issues, providing advanced troubleshooting and support to ensure client satisfaction and system reliability. This role requires hands-on expertise with key MSP tools, a deep understanding of IT systems, and a passion for delivering exceptional service to clients.

Key Responsibilities:

Advanced Technical Support:

• Handle escalations from Tier 1 and resolve complex support tickets within SLA.
• Troubleshoot issues related to Windows OS, macOS, networking, printers, and business applications.
• Support Microsoft 365, Azure AD/Entra ID, and Exchange Online tasks (mailbox issues, security, identities, permissions).
• Manage and troubleshoot Endpoint Security, RMM agents, backup software, and MDR tools.
• Perform advanced troubleshooting for servers, virtualization (Hyper-V/VMware), and cloud services.
• Monitor client infrastructure and respond to alerts from Datto, or other RMM/monitoring tools.
• Configure and support firewalls, switches, VLANs, VPNs, and wireless networks.
• Assist with project deployments (migrations, hardware installs, onboarding/offboarding).
• Document solutions, update knowledge base articles, and provide feedback for process improvement.
• Collaborate with Service Delivery Managers, Tier 3 engineers, and vCIOs for client success.
• Maintain excellent customer service and communicate clearly with non-technical users.

Client System Maintenance:

• Proactively monitor client systems for potential issues using tools like Datto RMM Auvik and Liongaurd.
• Perform advanced maintenance tasks such as patch management, system updates, and network optimizations.
• Ensure data integrity through backup verification, recovery testing, and disaster recovery planning.

Documentation & Process Improvement:

• Maintain accurate and detailed client documentation in IT Glue.
• Review and improve internal knowledge base articles to assist Tier 1 technicians.
• Identify recurring issues and recommend long-term solutions or process enhancements.

Project Support:

• Assist with the implementation of new client projects, including migrations, deployments, and system upgrades.
• Collaborate with project managers and engineers to deliver solutions on time and within scope.

Collaboration & Communication:

• Work closely with Tier 1 technicians, providing guidance and mentorship as needed.
• Escalate unresolved issues to Tier 3 or engineering teams with comprehensive documentation.
• Communicate effectively with clients to provide updates, technical explanations, and best practices.

Required Skills & Qualifications:

• 3–5 years of IT support experience (MSP experience preferred).
• In-depth knowledge of Windows operating systems, Office applications, and networking (routing and switching)
• Experience with backup solutions, disaster recovery, and virtualization technologies.
• Strong understanding of Microsoft 365, Azure/Entra ID, Windows Server, and networking fundamentals.
• Experience with RMM, PSA, and ticketing systems (Autotask strongly preferred).
• Familiarity with security tools: EDR, MDR, AV, MFA, conditional access.
• Knowledge of backup solutions (Datto, Veeam, or similar).
• Excellent troubleshooting, documentation, and communication skills.

Problem-Solving Abilities:

• Strong analytical skills to identify root causes and resolve issues efficiently.
• Ability to handle high-pressure situations and manage multiple priorities effectively.

Customer-Centric Approach:

• Excellent communication skills, both verbal and written.
• Ability to explain complex technical issues in a simple and friendly manner.
• Strong commitment to delivering high-quality client experiences.

Personal Attributes:

• Detail-oriented, organized, and proactive in identifying and addressing system vulnerabilities.
• Passionate about technology and dedicated to continuous learning.
• Team player who thrives in a collaborative environment.

Certifications (Preferred):

• CompTIA Network , Security , or equivalent certifications.
• Microsoft 365 or Azure certifications.
• Relevant certifications in networking (CCNA) or backup technologies.

What We Offer:

• A challenging and rewarding role in a dynamic MSP environment.
• Opportunities to work with leading-edge technologies and diverse client environments.
• Professional development and training to advance your skills and career.
• Competitive compensation and benefits package.

If you are a technical expert who enjoys solving complex problems and delivering exceptional service, we encourage you to apply for this exciting opportunity to grow with us!

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

Salary : $65,000