IT Help Desk Support Level II+ (MSP)

Job Description

Job Description

Summary

A well-established and growing Managed Services Provider (MSP) is seeking an experienced Level II IT Support Technician to join its Knoxville, TN operation. This is an excellent opportunity for a technically capable IT professional who has progressed beyond traditional help desk support and is comfortable independently troubleshooting more complex networking, Microsoft, endpoint, and infrastructure-related issues.

The ideal candidate will bring the technical foundation of a strong Level II technician while possessing the independence, troubleshooting ability, and technical curiosity commonly associated with an emerging Level III professional. This individual should be comfortable taking ownership of problems, researching unfamiliar issues, making sound technical decisions, and seeing problems through to resolution.

This position will also play an important role in the management and support of the company's centralized services environment, including the platforms and tools used to remotely manage, secure, monitor, patch, and support client environments.

Previous MSP experience is strongly preferred; however, expertise with every technology in the company's current stack is not required. The company is willing to train the right individual on its specific platforms and tools. More important is a strong technical foundation, particularly within Microsoft and networking environments, combined with a self-motivated attitude, willingness to learn, and ability to work effectively with limited supervision.

This position requires someone who is highly dependable, collaborative when working with the broader team, and equally comfortable operating independently on a day-to-day basis.

Duties & Responsibilities

• Provide advanced Level II technical support and troubleshooting across multiple client environments, taking ownership of issues through resolution whenever possible.
• Serve as an escalation resource for technical issues involving workstations, servers, networks, Microsoft environments, applications, security tools, and other client technologies.
• Independently diagnose and resolve complex hardware, software, connectivity, authentication, performance, and infrastructure-related issues.
• Support and administer Microsoft environments, including Microsoft 365, Active Directory, Entra ID, Windows Server, Group Policy, user permissions, licensing, security settings, and related technologies.
• Assist with reviewing and auditing Microsoft environments to identify configuration issues, security concerns, licensing inconsistencies, outdated policies, or opportunities to improve the client's overall technology environment.
• Troubleshoot and support business networks, including TCP/IP, DNS, DHCP, VPNs, VLANs, wireless networks, switches, routers, firewalls, and internet connectivity.
• Help administer and maintain the company's centralized services platforms used across managed client environments.
• Monitor and manage technologies such as RMM platforms, endpoint management tools, patching/update platforms, endpoint detection and response (EDR), antivirus/security solutions, backup systems, and related centralized services.
• Review alerts generated by centralized management platforms, investigate underlying issues, and take appropriate corrective action.
• Help ensure client endpoints and systems remain properly monitored, patched, secured, and maintained in accordance with company standards.
• Perform user onboarding and offboarding, account administration, permissions management, workstation deployment, and related Microsoft 365/Active Directory tasks.
• Assist with server, workstation, network, cloud, and infrastructure deployments and upgrades.
• Utilize remote monitoring, ticketing, documentation, and management platforms to efficiently support multiple client environments.
• Accurately document troubleshooting steps, configurations, resolutions, and changes to client environments.
• Identify recurring technical problems and recommend solutions that address root causes rather than repeatedly treating symptoms.
• Escalate issues appropriately when necessary while providing senior engineers with complete troubleshooting documentation and relevant technical information.
• Communicate professionally with clients, translating technical issues and solutions into clear, understandable language.
• Collaborate effectively with other technicians and engineers while remaining capable of independently managing responsibilities and priorities.
• Maintain awareness of evolving technologies, cybersecurity practices, Microsoft solutions, and MSP industry best practices.
• Participate in technical projects and other IT initiatives as required.

Qualifications & Requirements

• Approximately 3+ years of progressively responsible IT support, systems administration, network support, or related technical experience; equivalent hands-on experience will also be considered.
• Previous experience working for a Managed Services Provider (MSP) is strongly preferred.
• Demonstrated ability to operate at a strong Level II/Tier II support level, including resolving issues beyond routine desktop and end-user support.
• Strong working knowledge of Windows 10/11, Microsoft 365, Active Directory, Entra ID, Windows Server, Group Policy, and Microsoft administration.
• Solid understanding of networking fundamentals and troubleshooting, including TCP/IP, DNS, DHCP, VPNs, VLANs, switches, routers, wireless networks, and firewalls.
• Ability to systematically troubleshoot network connectivity and infrastructure issues rather than relying solely on scripted troubleshooting procedures.
• Experience with or a strong understanding of RMM, endpoint management, patch management, EDR/endpoint security, monitoring, backup, and other centralized IT management technologies.
• Familiarity with MSP platforms such as ConnectWise, Kaseya, Datto, NinjaOne, Autotask, HaloPSA, IT Glue, Hudu, or comparable systems is beneficial but not required.
• Ability to evaluate Microsoft and client IT environments, recognize potential configuration or security concerns, and identify areas requiring further investigation or remediation.
• Strong troubleshooting and critical-thinking skills with the ability to independently research and resolve unfamiliar technical issues.
• Ability to prioritize and manage multiple tickets, alerts, projects, and client responsibilities without requiring constant supervision.
• Comfortable working independently for extended periods of time while remaining communicative and engaged with the broader technical team.
• Self-motivated, dependable, organized, and accountable for assigned responsibilities.
• Strong interpersonal skills with a professional, positive, and team-oriented attitude.
• Coachable and receptive to feedback, new technologies, and different approaches to solving technical problems.
• Strong written and verbal communication skills with the ability to communicate effectively with both technical and non-technical users.
• Willingness and ability to learn the company's specific technology stack and centralized services platforms.
• Valid driver's license and reliable transportation for occasional onsite client support, as required.

Preferred Qualifications

• CompTIA A+, Network+, and/or Security+ certifications.
• Microsoft certifications related to Microsoft 365, Azure, endpoint administration, or security.
• Experience with ConnectWise Automate or other RMM platforms.
• Experience administering Microsoft Intune, Entra ID, Azure, Exchange Online, or other Microsoft cloud technologies.
• Experience with VMware and/or Hyper-V virtualization environments.
• Hands-on experience configuring or troubleshooting business-class firewalls, VPNs, switches, wireless networks, and network security technologies.
• Experience with endpoint security, EDR, vulnerability management, backup, and disaster recovery technologies.
• PowerShell or other scripting/automation experience is a plus.

Ideal Candidate Profile

• The strongest candidate will be someone who has already developed beyond traditional help desk support but may not yet carry the formal title of Senior Systems Engineer or Level III Engineer.
• This individual should be technically confident enough to receive a problem, investigate it independently, determine what is happening, and work toward a solution without requiring constant direction. They should understand networking, be comfortable administering Microsoft environments, and have enough technical breadth to support a variety of client infrastructures.
• Just as important, this person must bring the right attitude. The company is looking for someone who is self-motivated, dependable, approachable, coachable, and easy to work with. They should be comfortable saying, I haven't worked with that platform before, but I understand what it does and can learn it.
• Ultimately, this role requires a technician who combines technical capability with independence, accountability, curiosity, and a team-first mentality.