IT Support Technician II MSP

Job Description

Job Description

IT Support Technician II (MSP) – With Level 3 Exposure

Location: Onsite
Job Type: Full-Time

About Waytek MSP

Waytek MSP is a growing Managed Service Provider dedicated to delivering exceptional IT support and solutions to businesses. We pride ourselves on proactive service, technical expertise, and a collaborative team environment.

Position Overview

We are seeking a IT Support Technician II with exposure to Level III responsibilities. This role bridges Tier 1 frontline support and Tier 3 infrastructure troubleshooting. You’ll handle escalated issues, perform advanced diagnostics, and assist with infrastructure-level tasks to ensure timely resolution of complex problems.

Key Responsibilities

Advanced Troubleshooting

• Resolve complex issues involving: 
  • Email: Organizational delivery issues, recognizing and mitigating compromises, Conditional Access policies, Barracuda/Mimecast/etc. Spam filtering
  • Active Directory: Folder/user/security group/service account management, GPO/DNS/DHCP creation/management/troubleshooting, RADIUS
  • Software: Advanced crash diagnostics, installation/uninstallation issues, advanced error resolution troubleshooting, mass deployment via ConnectWise Automate
  • Hardware: ESXi/Hyper-V operational troubleshooting (not implementation), BSOD/PSOD analysis, advanced printing/scanning issues, advanced fax issues, RAID troubleshooting, non-scripted SQL troubleshooting
  • Cloud : Entra/Azure/Intune, AWS familiarity/troubleshooting/vendor communication, MDM
  • PowerShell : Experience with 365/Teams PowerShell, AAD/Entra PowerShell, generic scripting
  • Network : VLAN, IPSec/SSLVPN, firewall/switches/routers/VPN troubleshooting, ISP troubleshooting
  • Security: Endpoint security policies, MFA enforcement, compliance checks, A/V monitoring, compromise/mitigation risk assessment and handling
  • Backups : Veeam B&R, Veeam CC, Datto

Tier 3 Collaboration

• Assist with infrastructure projects such as firewall configuration, virtualization (Hyper-V/VMware), and backup solutions.
• Participate in advanced troubleshooting for 365/Entra/Intune and AWS environments.
• Assist as needed with backend management.
• Assist with environmental updates required afterhours (firewall firmware, etc.)

Projects Assistance

• Ability to assist with mass deployments as needed both during business hours and afterhours.
• Ability to assist in projects that feature severe troubleshooting issues during deployment.

Ticket Management

• Create, update, and/or split multi-issue tickets in ConnectWise.
• Track and record all time entries and communication with clients.
• Maintain client documentation and monitor ticket progress to meet SLA requirements. 

On-Call Rotation

• Participate in scheduled on-call shifts to provide after-hours support for critical issues.
• Respond promptly to alerts and client emergencies during on-call periods.

Benefits & Perks

• Competitive salary (DOE).
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development and certification reimbursement.
• Exposure to advanced Level 3 tasks for career growth.

Preferred Qualifications

• Proven MSP experience using ConnectWise Manage/Automate , with strict adherence to ticket creation, detailed documentation, accurate time entry, and full ownership from intake through resolution
• Demonstrated success working in a high-volume, SLA-driven environment , actively managing the service board throughout the day and consistently meeting response and resolution targets
• Strong hands-on experience with Microsoft 365, Active Directory, and endpoint support , with the ability to prioritize and resolve urgent user-impacting issues