L2 MSP Support Technician

Are you an experienced IT professional who enjoys solving complex technical problems while delivering exceptional client service? Our Client is seeking a Systems Specialist to join its managed services team and provide responsive, security-minded IT support across a diverse range of business environments. This is a hands‑on, client-facing opportunity for an IT professional who understands that great technical support goes beyond fixing an issue. You’ll troubleshoot across endpoints, Microsoft 365, networks, servers, backups, security tools, and business applications while helping ensure technology supports each client’s day-to-day operations. ABOUT OUR CLIENT Our client is an MSP that provides managed IT services and technical support to a diverse base of business clients and user environments. ABOUT THE ROLE As a Systems Specialist, you will be a key technical member of the managed services team, supporting client systems remotely and onsite while managing day-to-day service requests and assisting with managed service projects. You’ll combine broad technical knowledge with sound judgment, strong communication, attention to detail, and a security‑first mindset. You’ll also maintain accurate documentation, coordinate with vendors and internal resources, and take ownership of issues through resolution.

RESPONSIBILITIES

Provide responsive and professional remote and onsite IT support for managed services clients and other supported client engagements Diagnose and resolve user‑impacting technical issues using established troubleshooting practices, available documentation, and effective discovery Communicate clearly with clients and internal team members by phone, email, in person, and through the service ticketing system Coordinate with software vendors, internet service providers, hardware manufacturers, and other third‑party support resources when necessary Identify root causes where possible, determine the appropriate resolution path, and verify that issues are fully resolved before closing work Recognize situations requiring escalation, additional technical review, client approval, management involvement, project scoping, procurement, or quote follow‑up Actively manage assigned tickets, schedule items, blockers, follow‑ups, and service priorities Install, configure, troubleshoot, and support Windows desktops and laptops, mobile devices, printers and scanners, peripherals, and standard business applications Support new‑user onboarding and user offboarding, including device preparation, user profiles, applications, email configuration, permissions, MFA, access changes, and documentation Troubleshoot common business applications, including Microsoft Office, Adobe applications, QuickBooks, Sage, AutoCAD, SolidWorks, Dropbox, Slack, and client‑specific software Support MFA and Duo, password management tools, endpoint security and EDR agents, antivirus software, file recovery requests, and endpoint‑related backup issues Configure, troubleshoot, and support Microsoft 365, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, and Office applications Perform Microsoft 365 and Entra ID/Azure AD administration involving user accounts, groups, permissions, password resets, MFA, and access troubleshooting Troubleshoot mailbox access, mail flow, calendars, shared mailboxes, distribution groups, delegated access, Microsoft 365 groups, and mobile email connectivity Resolve Teams, SharePoint Online, and OneDrive issues involving synchronization, access, sharing permissions, file access, and collaboration Troubleshoot SMB networking environments involving TCP/IP, DNS, DHCP, switches, firewalls, wireless access points, internet connectivity, VPNs, and related network services Support Windows Server environments, including Active Directory and Domain Controllers, file servers, Remote Desktop Servers, application servers, user permissions, and basic Group Policy needs Assist with VMware and Hyper‑V virtualization environments and NAS/storage platforms such as Synology Support SonicWall firewalls, SSL VPN, NetExtender, Mobile Connect, Ubiquiti/UniFi, and other SMB networking and wireless technologies Troubleshoot ISP outages, Wi‑Fi performance, authentication, DNS issues, VPN connectivity, firewall concerns, and degraded network performance Maintain accurate ticket documentation, time entries, configuration information, status updates, risks, next steps, and resolution details REQUIRED QUALIFICATIONS High school diploma or equivalent Current relevant IT certifications such as CompTIA A+, Network+, Security+, Server+, Microsoft 365, Azure, or comparable credentials 5+ years of hands‑on business IT support experience covering end users, workstations, Microsoft 365, networks, servers, backups, security tools, and related business technologies Experience in an MSP, MSSP, managed services, or multi‑client technical support environment with responsibility for client‑facing service delivery Strong Microsoft 365 administration and troubleshooting knowledge, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, Office applications, MFA, user access, licensing functionality, and mail‑flow issues Strong endpoint and user‑support experience involving Windows workstations and laptops, user profiles, printers and scanners, peripherals, and application troubleshooting Experience supporting workstation and server backup solutions, including backup alerts, failed backups, file restores, recovery verification, and escalation Strong knowledge of TCP/IP networking and SMB infrastructure, including DNS, DHCP, switching, firewalls, Wi‑Fi, internet connectivity, VPNs, and remote access Working knowledge of Windows Server environments, Active Directory, Domain Controllers, file servers, Remote Desktop Services, application servers, permissions, and Group Policy concepts Experience using PSA, RMM, and remote‑support tools for service delivery, documentation, troubleshooting, and technical research Security‑first approach to credentials, sensitive client information, remote access, and client‑specific security requirements Strong professional communication, troubleshooting judgment, attention to detail, time management, situational awareness, and client‑service skills Ability to work independently, manage competing priorities, communicate blockers promptly, and determine when escalation or additional approval is required PREFERRED QUALIFICATIONS Associate’s or Bachelor’s degree in a related field, or equivalent relevant experience 3+ years of experience working with an MSP or MSSP delivering technical services to clients Experience with ConnectWise Manage PSA and ConnectWise Automate RMM Experience supporting Apple and Mac computers and devices Experience with SentinelOne EDR, ESET, or similar endpoint‑security platforms Experience with Acronis, Backblaze, Backblaze B2, or similar backup solutions VMware or Hyper‑V experience VMware VCP/VCTA, Microsoft virtualization, Server+, Network+, Security+, Microsoft 365, Azure, or equivalent certifications Proficiency with SonicWall, Ubiquiti/UniFi, and related networking and security products Experience supporting Synology NAS or comparable storage platforms

WORK SCHEDULE

40 hours per week Standard business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Participation in a rotating technical on‑call schedule, typically approximately every 6–7 weeks On‑call responsibilities generally include weekday evenings and weekend coverage windows Additional compensation is provided for assigned on‑call rotations in accordance with company policy Occasional work outside standard business hours may be required for urgent issues, scheduled maintenance, or project requirements WORK AUTHORIZATION AND PRE‑EMPLOYMENT SCREENING Employment is contingent upon verification of identity and authorization to work in the United States through Form I‑9 requirements Final candidates may be required to complete background checks, reference checks, and other job‑related pre‑employment screenings as permitted by law and required by client engagements #J-18808-Ljbffr Search Services LLC