Level II IT Support Technician

Role summary

You will independently resolve the issues that go beyond Level I scope, taking full ownership from first contact to confirmed resolution, and you'll be the technical backstop mentoring the techs below you. You'll work directly with clients, so you need to be someone who can explain a DNS problem to a business owner without making them feel dumb. If you like owning hard problems, applying real judgment about when to push through versus escalate, and building the fix so it never comes back, this seat is built for you.

Key responsibilities

• Resolve issues beyond Level I scope across devices, identity, Microsoft 365, and networking fundamentals, acting as the consistent technical lead across your assigned client base.
• Own tickets end to end: client updates, vendor coordination, resolution confirmation, and clean handoff when a problem spans multiple people.
• Apply structured troubleshooting and sound judgment about when to solve it yourself, when to escalate, and when to pull in another set of hands.
• Build light automation for repeatable tasks (PowerShell for standard admin actions) instead of doing the same manual fix over and over.
• Support our security posture: correct identity verification, spotting suspicious activity, and following incident escalation steps without hesitation.
• Mentor Level I techs through pairing and shadowing, and give them escalation feedback that actually teaches something.
• Surface recurring issues and propose the fix at the root, whether that's a NinjaOne policy change, a Todyl configuration, or a documentation gap, and keep Halo PSA current so the next person isn't starting cold.
• Handle on-site work when remote isn't enough: hardware fixes, network runs, and hands-on installs at client locations.

Typical work scope (examples)

• Multi-step M365 administration (licensing, groups, mailbox permissions, SharePoint/Teams access issues) handled with minimal supervision.
• Endpoint and identity troubleshooting: conditional access impacts, MFA edge cases, device compliance, BitLocker recovery.
• Network and physical infrastructure work: installing and configuring firewalls and switches, running and terminating cable, racking equipment, and setting up UniFi hardware including cameras on Dream Machine Pro/SE.
• Backup and security tooling triage: agent health, failed jobs, and first-response containment per our incident process.
• PSA/RMM improvement suggestions backed by evidence, not just a hunch.

What we're looking for

• 3-5 years in an MSP or similar multi-client IT environment, with real Level II depth, not just ticket volume.
• Strong hands-on experience with the Microsoft stack: M365 admin, Entra ID, conditional access, and Windows Server fundamentals.
• Comfort working inside a PSA and RMM tool daily; we run Halo PSA and NinjaOne, and if you've used similar tools you'll be up to speed fast.
• Working knowledge of network fundamentals: DNS, DHCP, VLANs, firewalls, and basic routing troubleshooting, along with real hands-on comfort installing firewalls, switches, patch panels, and running cable.
• A valid driver's license and willingness to drive to client sites when the work calls for it.
• You can explain a technical problem to a non-technical client in plain language, calmly, without jargon or condescension.
• You take ownership of a ticket until it's actually resolved, not just until it's off your plate.
• You notice when a process is broken and say something, instead of quietly working around it every time.

Certification expectations

• We'd like to see you hold, or be actively working toward, one Microsoft role-based certification relevant to daily work (MD-102 or MS-102 are good fits).
• CompTIA Network and/or Security are a plus and show us you've got the fundamentals locked down.
• AZ-104 is a strong signal if you're already working in Azure/M365 administration, and something we'd want to see before a senior promotion.
• None of these are hard gates if your hands-on experience speaks for itself, but they help us calibrate quickly.

Bonus points (optional but exciting)

• Prior experience mentoring or training junior techs.
• Comfort writing or reviewing technical proposals alongside a sales process.
• Genuine curiosity about a recurring issue that most people would just reset and move past.