IT Support Technician Level 1.5 (MSP)

Bonus: Annual company-performance bonus eligibility

A STEP BETWEEN HELP DESK AND TIER 2

We are a long-standing Managed Services Provider hiring an IT Support Technician Level 1.5 to handle high-volume support tickets while taking on early escalations across Microsoft 365, networking, servers, firewalls, and client infrastructure. This role is ideal for someone with MSP experience who has moved beyond basic Tier 1 support and wants a clear path toward Tier 2. You will work in a fast-paced, SLA-driven environment with exposure to 110 clients, 3,000+ endpoints, Microsoft-centric technologies, and a collaborative team structure built around accountability and growth.

WHAT YOU WILL HANDLE

Resolve advanced Level 1 and early Level 2 tickets across multiple client environments Troubleshoot Microsoft 365 users, licensing, permissions, email, and basic administration issues Diagnose networking issues involving TCP/IP, VLANs, routing, switching, Wi‑Fi, and connectivity Support routers, switches, firewalls, wireless access points, and related client infrastructure Perform basic Windows Server, cloud, and infrastructure troubleshooting Document tickets, resolutions, time entries, and knowledge base updates accurately Collaborate with pod members, project teams, cybersecurity staff, and escalation engineers Communicate professionally with end users while maintaining strong ticket ownership Assist during peak periods by helping manage ticket overflow and client priorities

WHAT WILL HELP YOU SUCCEED

2+ years of experience working for a Managed Services Provider Strong understanding of ticket-driven, SLA-based support environments Experience handling high-volume support tickets across multiple clients Solid networking fundamentals across TCP/IP, VLANs, routing, switching, and wireless Hands-on exposure to firewalls, switches, routers, and access points Basic server and infrastructure troubleshooting experience Microsoft 365 support experience across users, email, licensing, and administration Strong written and verbal communication skills Ability to stay organized, document clearly, and follow through in a fast-paced MSP environment Deeper firewall troubleshooting experience

WHY THIS ROLE IS A SMART MOVE

Clear growth path toward Tier 2 Hands‑on learning across Microsoft, networking, servers, firewalls, and cloud environments Certification reimbursement after passing Structured operating model with KPIs, accountability, and defined career paths Health, Dental, and Vision Insurance 401(k) with 50% match up to $2,000 3 weeks PTO with increases based on tenure Annual company-performance bonus eligibility after 3 quarters #J-18808-Ljbffr Bowman Williams