Level 2 MSP Technician

Job Description

Job Description

About Us
We are an established Managed Service Provider based in Houston, delivering IT services to organizations in healthcare, construction, tax and accounting, oil and gas, and other industries. Our clients rely on us to maintain secure, stable, and productive technology environments.

Position Overview
We are seeking a well-rounded Level 2 Technician with substantial MSP experience. This role requires the ability to work effectively across a broad range of technologies and client environments, often within the same day, from resolving Microsoft 365 issues and troubleshooting network equipment to performing backup restores and deploying end-user hardware.

This position requires direct experience in a Managed Service Provider environment. Candidates should have a track record of supporting multiple client organizations simultaneously, managing work against service level agreements, and maintaining accurate time and ticket records. Experience limited to internal IT, education, government, or specialized development roles will not meet the requirements of this position.

Key Responsibilities Include but are not limited to:

• Resolve escalated tickets across servers, networking, cloud, and endpoints, identifying and correcting root causes, and escalate to Level 3 with complete handoff documentation when appropriate
• Administer Microsoft 365, Entra ID (Azure AD), Intune, Exchange Online, and on-premises Active Directory and Group Policy
• Configure and troubleshoot firewalls, switches, VPNs, VLANs, and wireless networks
• Maintain Windows Server, virtualized environments, and backup and disaster recovery solutions
• Deliver projects including migrations, server refreshes, new office deployments, and Microsoft 365 tenant builds
• Support security operations, including EDR, patch management, MFA deployments, and email security, and help maintain client environments in alignment with applicable compliance requirements
• Develop and maintain PowerShell scripts to automate administrative and routine tasks
• Manage assigned tickets in Autotask PSA, respond to alerts and deploy scripts through Datto RMM, and maintain client documentation in IT Glue
• Support workstations, laptops, mobile devices, printers, VoIP systems, and line-of-business applications
• Mentor Level 1 technicians and contribute to the continuous improvement of documentation and processes
• Participate in the on-call rotation

Qualifications

• Minimum of 3 years of IT support experience, including at least 2 years with a Managed Service Provider supporting multiple client environments. Internal IT, education, or government IT experience is not considered a substitute for MSP experience.
• Demonstrated, hands-on proficiency with Autotask PSA, Datto RMM, and IT Glue
• Advanced Microsoft 365 administration skills
• Solid experience with Windows Server, Active Directory, and Group Policy
• Experience with virtualization and cloud infrastructure
• Working knowledge of networking, including firewalls, VPNs, VLANs, DNS, and DHCP
• Experience with backup and restore operations and endpoint security
• Broad hardware and desktop support experience
• Proficiency in PowerShell scripting for automation and administration
• Familiarity with compliance frameworks such as HIPAA, the FTC Safeguards Rule, NIST, or CIS Controls
• A methodical, analytical approach to troubleshooting and the ability to resolve unfamiliar issues independently
• Excellent documentation skills, with the ability to produce clear, complete ticket notes and technical documentation that other engineers can follow
• Strong communication skills and the ability to explain technical matters clearly to non-technical users

Compensation and Benefits

• Base salary of $60,000–$80,000, commensurate with experience
• Quarterly performance reviews and bonuses based on quality metrics.
• Defined career path to Level 3 with clear skill milestones
• 401(k) with company match
• Paid time off and paid holidays

Physical Requirements

• Ability to lift equipment weighing up to 50 pounds
• Ability to travel to client sites as needed, with reliable transportation