What are the responsibilities and job description for the MSP Level 2 IT Technical Support Specialist position at Job Cost Inc?
MSP Level 2 IT Technical Support Specialist provides advanced technical assistance and serves as an escalation point for issues that cannot be resolved by initial support. This role is responsible for maintaining the health of desktop and network environments, resolving complex networking and Wi-Fi challenges, and managing hardware and software installations for many customers.
Key Responsibilities
- Advanced Troubleshooting: Diagnose and resolve complex hardware, software, and Windows server and workstation issues (macOS would be a plus) escalated from Level 1.
- Network & Wi-Fi Support: Maintain and troubleshoot network connectivity, including routers, switches, and wireless access points.
- Desktop Management: Perform hands-on and remote troubleshooting and repairs, hardware upgrades, and peripheral setups (printers, scanners, etc.).
- Software Installation & Deployment: Assist and/or manage the installation of existing or new software packages, system updates, and patch management across multiple customers/tenants.
- Infrastructure Maintenance: Monitor system performance and perform preventive maintenance to minimize downtime.
- Documentation: Create and maintain detailed records of technical issues, resolutions, and standard operating procedures.
- User Training: Provide guidance to end-users on how to use new technologies and best practices for system security.
Required Skills & Qualifications
- Experience: Typically, 2-5 years of experience in IT support or a similar technical role.
- Networking Knowledge: Deep understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs) and Wi-Fi troubleshooting.
- Technical Proficiency: Expertise in Microsoft 365, Active Directory, and remote desktop tools (e.g., Splashtop/VNC/RDP).
- Problem-Solving: Strong analytical skills to identify the root cause of recurring technical issues.
- Communication: Ability to explain complex technical solutions to non-technical customers and staff in a clear, patient manner.
- Certifications (Preferred but not required): CompTIA A , Network , or Microsoft Certified Professional (MCP).
- Must be very fluent in American English
Physical Requirements
- Ability to lift and move computer equipment up to 25-50 pounds.
- Willingness to travel to local sites for on-site support if required.
Benefits
- Competitive Salary
- Hybrid Remote/In-office work
- Life/Disability Insurance
- Health Insurance Benefits
- Flexible Spending/HSA
- Retirement Plan with company matching
- No on-call time or overtime required (normal working hours 8-5, M-F)