Tier 2 or 3 Technical Support (MSP)

IT Support Technician/Desktop Support/Help Desk or a Systems Engineer. This is a Managed Service Provider (MSP). Our client is open to hiring someone within this range. Must be onsite daily.

We are hiring for Tier 2 or 3 Technical Support or a Systems Engineer. Salary depends on experience. This position is mostly on the systems side but having some network and being versatile is a plus.

Employment Type: Full-Time

Clearance Requirements: Must pass background check and drug test

About Us

We are a small, close-knit Managed Service Provider supporting startups, mid-sized businesses, and healthcare organizations. Most of our environments leverage Microsoft Windows, Azure, and M365. Our culture is humble, fun, hungry, and smart. We value curiosity, accountability, and people who are passionate about IT. We operate like a family office—everyone matters, everyone contributes, and everyone grows.

We’re looking for an interesting, people-first, tech-loving individual who wants to build a career in IT while helping our clients succeed.

Position Overview

The IT Support Technician provides frontline support to our clients, resolving technical issues, maintaining systems, and ensuring an exceptional customer experience. This role is ideal for someone who thrives in a dynamic environment, enjoys problem-solving, and takes pride in helping others.

Essential Job Duties & Responsibilities

Technical Responsibilities

• Provide IT support for Microsoft core business applications, Windows operating systems, and Microsoft 365 environments.
• Support and maintain disaster recovery solutions.
• Deliver basic network-level support: WAN/LAN connectivity, routers, firewalls, and general network security.
• Implement and support basic remote access solutions including VPN, Terminal Services, and Citrix.
• Monitor RMM (Remote Monitoring and Management) alerts and notifications; respond promptly via service tickets.
• Maintain and update system documentation within ConnectWise.
• Communicate with customers throughout the support lifecycle, ensuring they are informed of progress, changes, and outages.

Customer Service & Operational Responsibilities

• Improve customer satisfaction through professional communication and fast resolution of requests.
• Provide quick turnaround on service tickets while maintaining accuracy and quality.
• Work closely with the Service Desk Dispatcher to ensure proper routing and prioritization of requests.
• Escalate service requests that require senior engineering support.
• Accurately enter time and expenses into ConnectWise in real time.
• Complete assigned ConnectWise University training and follow internal processes.
• Document all work thoroughly and consistently using ConnectWise service tickets.

Knowledge, Skills, and Abilities Required

To perform this role successfully, candidates should demonstrate:

Technical Skills

• Strong understanding of Windows operating systems, business applications, printing systems, and network fundamentals.
• Basic knowledge of WAN/LAN concepts, firewalls, and remote access technologies.
• Familiarity with IT support tools, monitoring systems, and the role of technology in service delivery.

Professional Skills

• Excellent verbal and written communication skills, including phone presence and active listening.
• Strong diagnostic and troubleshooting abilities.
• Ability to multitask, prioritize, and adapt quickly to changes.
• High customer service orientation and awareness of key IT services provided.
• Accurate, fast typing and strong documentation habits.

Personal Attributes

• Self-motivated, resourceful, and proactive.
• Team player with the ability to collaborate effectively.
• Hungry to learn, humble enough to ask questions, and smart in how you approach problems.
• Genuine passion for technology and helping people.

Preferred Qualities

While not required, the ideal candidate might also have:

• Experience in an MSP or service desk environment
• Certifications (CompTIA A , Network , Microsoft, etc.)
• Exposure to ConnectWise, Autotask, or other PSA tools

Why Work With Us?

• Supportive, “family office” culture where your voice matters
• Hands-on experience across diverse environments and technologies
• Opportunities to grow your skills and career rapidly
• Work with fun, hungry, humble, and smart people who love what they do