Level 2 IT Support Technician (MSP / VoIP)

At Computer Exchange, we provide comprehensive Managed Services (MSP) and VoIP solutions to businesses across Central Virginia. We pride ourselves on fast, reliable, and personal IT support that keeps local businesses running seamlessly.

We are growing and looking for an experienced Level 2 IT Support Technician to join our MSP division. If you thrive on solving technical puzzles, love helping people, and want to work with a dynamic team in a supportive environment, we want to hear from you.

Job Summary

As a Level 2 IT Support Technician, you will be a key point of contact for our business clients. You’ll handle incoming service calls, resolve escalated help desk tickets, and manage ground-level hardware, server, and network support. This role requires a strong balance of technical troubleshooting skills, active listening, and clear communication.

Key Responsibilities

• Help Desk & Remote Support: Answer incoming technical support phone calls and manage client tickets in a timely, professional manner.
• Server & Infrastructure Support: Troubleshoot and maintain Windows Server environments, Active Directory, Group Policy, Office 365/M365, and local backup systems.
• VoIP Telephony Support: Provision, configure, and troubleshoot SIP/RTP protocols, IP phones, auto-attendants, and VoIP cloud platforms.
• Hardware & Network Troubleshooting: Diagnose and repair hardware issues (desktops, laptops, firewalls, switches, access points, and printers) both remotely and occasionally on-site.
• Client Communication: Clearly document issue details, troubleshooting steps, and resolutions in our ticketing system while keeping clients informed throughout the process.
• Escalations: Serve as an escalation point for basic help desk queries while knowing when to escalate complex, high-level infrastructure projects.

Qualifications & Skills

• Experience: Ideally you will have 2 years of experience in an IT support role (MSP or multi-client environment experience strongly preferred).
• Technical Proficiency:
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs).
• Hands-on experience with Windows Server, M365/Exchange administration, and virtualization.
• Experience supporting business VoIP communications systems.
• Problem-Solving: Strong diagnostic skills with a methodical approach to hardware and software troubleshooting.
• Communication: Outstanding phone presence, active listening skills, and the ability to explain technical concepts to non-technical end users.
• Reliability: Self-motivated with strong time management skills and attention to detail.

How to Apply

Please submit your resume along with a brief cover letter highlighting your experience with MSP help desk ticket workflows, Windows Servers, or VoIP support.

Pay: $38,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching

Work Location: In person

Salary : $38,000 - $65,000