Tier 2 Help Desk Technician

Job Description

Job Description

We are a growing Managed Services Provider (MSP) delivering comprehensive IT support, managed cloud hosting, cybersecurity, and infrastructure solutions to businesses across multiple industries. Our team is dedicated to providing responsive, proactive service and building long-term relationships with our clients through technical excellence and exceptional customer support.

We are seeking a Tier 2 Help Desk Technician to join our in-office support team. This position is ideal for an experienced IT professional who enjoys troubleshooting complex technical issues, supporting a wide range of technologies, and working in a collaborative, fast-paced MSP environment.

Position Summary:

The Tier 2 Help Desk Technician is responsible for providing advanced technical support for desktops, servers, Microsoft 365, networking, virtualization, and cloud-hosted environments. This role serves as the primary escalation point for Tier 1 support, assists with client infrastructure projects, and works closely with Systems Engineers to maintain and improve client environments.

Key Responsibilities:

• Provide advanced technical support to clients via phone, remote support tools, and occasional onsite visits.
• Serve as the escalation point for Tier 1 Help Desk technicians.
• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Install, configure, maintain, and troubleshoot Windows desktops, laptops, printers, mobile devices, and peripheral equipment.
• Administer and support Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
• Create and manage Active Directory and Microsoft Entra ID (Azure AD) user accounts, groups, permissions, and Group Policy.
• Support Windows Server environments, including file services, print services, DNS, DHCP, and Remote Desktop Services.
• Assist in supporting VMware virtual infrastructure and cloud-hosted client environments.
• Troubleshoot networking issues involving switches, firewalls, wireless networks, VPN connectivity, and Internet services.
• Support VoIP phone systems and conferencing technologies.
• Monitor system health using Remote Monitoring and Management (RMM) tools and respond proactively to alerts.
• Perform workstation deployments, hardware upgrades, server installations, and technology refresh projects.
• Assist with backup monitoring, disaster recovery procedures, and business continuity solutions.
• Coordinate with hardware and software vendors for warranty repairs and advanced technical support.
• Document client environments, technical procedures, troubleshooting steps, and resolutions within the ticketing system.
• Follow established documentation standards, cybersecurity policies, and change management procedures.
• Participate in client onboarding, infrastructure upgrades, migrations, and technology implementation projects.
• Build and maintain strong relationships through professional, responsive customer service.

Required Qualifications:

• Minimum of 2 years of technical support experience, preferably in a Managed Services Provider (MSP) environment.
• Strong troubleshooting skills across Microsoft Windows operating systems, Microsoft 365, networking, and server technologies.
• Experience supporting multiple clients and managing multiple priorities simultaneously.
• Excellent customer service, communication, organizational, and time management skills.
• Ability to work independently and collaboratively within a team environment.
• Valid driver's license with reliable transportation for occasional client visits.

Preferred Technical Skills:

• Windows 11
• Windows Server
• Active Directory
• Group Policy
• Microsoft 365
• Exchange Online
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• VMware ESXi and vCenter
• Microsoft Azure
• TCP/IP, DNS, DHCP
• Network switching and routing
• Firewalls and VPN technologies
• VoIP phone systems
• Backup and disaster recovery solutions
• Remote Monitoring and Management (RMM) platforms
• PSA/ticketing systems
• Microsoft Office Suite

Preferred Qualifications:

• Previous experience supporting hosted cloud or virtualized environments.
• Microsoft, VMware, CompTIA, or Cisco certifications are a plus.
• Experience with Syncro, ConnectWise, NinjaOne, Datto, Huntress, SentinelOne, or similar MSP tools is preferred.

Schedule:

• Full-time, Monday through Friday.
• This is an in-office position.
• Occasional local travel to client sites is required.
• Participation in a rotating on-call schedule, including alternate weekends, is required.
• Occasional evening or weekend work may be required to support maintenance windows or client projects.

Benefits:

• Competitive salary
• Health and dental insurance
• Paid Time Off and paid holidays
• Company-paid training and certification opportunities
• Career advancement opportunities within our MSP organization
• Collaborative team environment with exposure to enterprise infrastructure, virtualization, cloud technologies, and cybersecurity

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.

Company Description

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.