ID 4468 - Level 2 Technician

We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium‑sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently. Responsibilities Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software. Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients. Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points. Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities. Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss. Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction. Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities. Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget. Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment. Emergency Support: Provide on-call support for critical issues, including after‑hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss. Knowledge, Skills, & Qualifications Experience & Education: Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable. Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper‑V. Remote Monitoring & Ticketing Systems: Experience with RMM tools and ticketing systems. Networking Expertise: In‑depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi‑Fi technologies. Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity. Problem‑Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently. Communication & Customer Service: Excellent verbal and written communication skills, with a customer‑focused approach to delivering high-quality service and building strong client relationships. Time Management & Collaboration: Ability to manage multiple priorities in a fast‑paced environment while working both independently and as part of a team. Preferred Additional Qualifications Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud. Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes. Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.). Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint). #J-18808-Ljbffr Active searches