MSP Support Technician II

Job Description

Job Description:JOB DESCRIPTION: Systems Specialist / MSP Support Technician II ROLE PROFILE As the Systems Specialist, you will serve as a key technical member of the managed services team, providing responsive, professional, and security-minded IT support for a diverse base of business clients, technologies, and user environments. This role requires more than technical troubleshooting; it requires strong judgment, patience, integrity, attention to detail, and the ability to understand how technology impacts each client’s daily operations, business processes, and user experience. You will be responsible for resolving day-to-day service requests, supporting client systems remotely and onsite, assisting with managed service projects, maintaining accurate documentation, and communicating clearly with clients and internal team members throughout the service process. Success in this role requires broad working knowledge of business IT environments, strong situational awareness, and the ability to connect technical issues to client operations, user needs, and service priorities. Essential Functions & Responsibilities: Technical Support & Service Delivery • Provide responsive, professional remote and onsite IT support for managed services clients and other supported client engagements. • Diagnose and resolve user-impacting issues by asking the right questions, gathering relevant details, reviewing available documentation, and following established troubleshooting practices. • Communicate clearly and professionally with clients by phone, email, in person, and through service ticketing system. • Coordinate with software vendors, internet service providers, hardware manufacturers, and other third-party support resources when needed to resolve client-impacting issues. • Follow company-established technical standards, service procedures, and best practices to support efficient, effective, and secure issue resolution. • Support a “fix it right the first time” service culture by identifying root causes where possible, confirming the appropriate resolution path, and verifying that issues are fully resolved before closing work. • Recognize when a client issue, recurring problem, or service request may require additional internal review, client approval, escalation, project scoping, or quote follow-up. • Actively review, update, and manage assigned schedule items to keep work moving efficiently and support strong schedule utilization. • Communicate promptly when work requires rescheduling, additional client input, vendor involvement, senior technical review, or management approval. • Notify appropriate internal teams of relevant follow-up needs, including quote opportunities, procurement needs, recurring issues, client requests, potential project work, or service risks. Endpoint, User & Application Support • Install, configure, troubleshoot, and support Windows-based desktops, laptops, mobile devices, printers/scanners, peripherals, and standard user software. • Perform workstation and laptop setup tasks using company-established standards, tools, documentation, and deployment processes. • Troubleshoot user-impacting issues involving computer performance, application errors, printing/scanning, peripheral connectivity, user profiles, email/client applications, file access, and general workstation functionality. • Support new-user onboarding tasks for client environments, including workstation preparation, user profile setup, application installation, email/profile configuration, printer access, permissions coordination, MFA setup support, and end-user guidance. • Support user offboarding tasks as assigned, including device/account-related coordination, access removal support, documentation updates, and escalation of sensitive access/security considerations when needed. • Support common business and line-of-business applications used by clients, including Microsoft Office applications, Adobe applications, QuickBooks, Sage, AutoCAD, SolidWorks, Dropbox, Slack, and other client-specific software. • Work with software vendors and application support teams to troubleshoot and resolve client-impacting application issues, licensing issues, installation problems, access errors, and performance concerns. • Support user-facing security tools and access workflows, including MFA/Duo, password management tools, endpoint security/EDR agents, and antivirus software. • Assist with user file recovery requests and endpoint-related backup issues, including deleted file restores or workstation backup concerns, escalating backup failures or broader recovery issues when appropriate. Microsoft 365 & Identity Support • Configure, troubleshoot, and support Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, Office applications, and related user functionality. • Support Microsoft 365 and Entra ID / Azure AD user administration tasks, including user accounts, groups, permissions, password resets, MFA-related issues, and access-related troubleshooting. • Troubleshoot Exchange Online and Outlook issues involving mailbox access, mail flow, calendar access, shared mailboxes, distribution groups, Microsoft 365 groups, delegated access, and mobile email connectivity. • Support Teams, SharePoint Online, and OneDrive issues involving access, synchronization, sharing permissions, file access, collaboration features, and user-impacting configuration issues. • Research and verify client-specific Microsoft 365 tenant settings, access requirements, documentation, and approval requirements before making changes that may impact users, security, or business operations. • Escalate Microsoft 365, identity, access, or security-related issues when additional technical review, administrative approval, or senior engineering support is required Network, Server & Infrastructure Support • Troubleshoot and support common SMB network infrastructure, including TCP/IP networking, DNS/DHCP, switches, firewalls, wireless access points, internet connectivity, VPN access, and related network services. • Support Windows Server environments and common server roles, including Active Directory/Domain Controllers, file servers, Remote Desktop Servers, application servers, and basic Group Policy needs. • Assist with virtualization and storage environments as appropriate, including VMware/Hyper-V platforms, server-hosted workloads, and NAS/storage solutions such as Synology. • Support firewall, VPN, and remote-access environments, including SonicWall firewalls, SSL VPN, NetExtender, Mobile Connect, and related connectivity troubleshooting. • Troubleshoot Wi-Fi issues involving wireless coverage, connectivity, authentication, roaming, interference, access point status, client device behavior, and user-impacting wireless performance. • Support common Wi-Fi environments and tools, including Ubiquiti/UniFi and other SMB wireless platforms, as assigned. • Troubleshoot internet and connectivity issues, including modem/router handoff, ISP outages, DNS issues, firewall configuration concerns, VPN connectivity, and degraded network performance. PERFORMANCE EXPECTATIONS: •Exceptional client service and professional communication under pressure •Strong technical troubleshooting judgment, including the ability to ask the right questions, identify likely root causes, and verify issue resolution •Strong working understanding of SMB IT environments, user workflows, and the business impact of technology issues •Strict confidentiality and adherence to approved methods for handling credentials, remote access, sensitive client data, and secure client communications •Detail-driven ticket documentation, time entry, configuration updates, and follow-through •Consistent use of company standards, approved tools, documentation, and established processes for efficient, secure issue resolution •Strong situational awareness when working with client systems, including recognizing when a request or change may impact users, security, business operations, or infrastructure •Sound judgment to determine when client approval, senior technical review, management involvement, or escalation is required •Organized, self-motivated, results-focused time management with active ownership of assigned tickets, schedule, and follow-up items •Maximizes schedule utilization by keeping work moving, communicating blockers promptly, and coordinating effectively with service/project coordinators and managers •Clear and consistent communication of status updates, risks, delays, next steps, and resolution details to clients and internal team members •Effective problem-solving and conflict resolution with clients, vendors, and internal team members •Consistent improvement mindset and willingness to learn new technologies, client environments, tools, systems, and internal processes REQUIRED QUALIFICATIONS: •High school diploma or equivalent •Current relevant I.T. certifications (e.g. CompTIA A+, Network+, Security+, Server+, Microsoft 365, Azure, etc.) •5+ years of hands-on business IT support experience, including support for end users, workstations, Microsoft365, networks, servers, backups, security tools, and related business technology. •Experience working in an MSP/MSSP, managed services, or multi-client technical support environment with responsibility for client-facing service delivery. •Strong working knowledge of Microsoft 365 administration and troubleshooting, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, Office applications, MFA, user access, licensing-related functionality, and common mail-flow/user-impact issues. •Strong working knowledge of endpoint and user support, including Windows workstations/laptops, user profiles, printers/scanners, peripherals, application troubleshooting. •Experience supporting workstation and server backup solutions, including backup alert review, failed backup troubleshooting, file restore requests, recovery verification, and escalation of backup/recovery concerns. •Strong working knowledge of TCP/IP networking and SMB infrastructure, including DNS, DHCP, switching, firewalls, Wi-Fi, internet connectivity, VPN/remote access, and related connectivity troubleshooting. •Working knowledge of Windows Server environments and core server roles, including Active Directory/Domain Controllers, file servers, Remote Desktop Services, application servers, user permissions, and Group Policy concepts. •Experience using PSA, RMM, and remote support tools to manage documentation, provide support, perform technical research, etc. •Security-first mindset with strict adherence to approved methods for handling credentials, sensitive client information, remote access, and client-specific security requirements. PREFERRED QUALIFICATIONS •Associate’s or Bachelor’s degree in a related field, or equivalent relevant experience •3+ years working with an MSP/MSSP delivering technical service to clients •Experience with ConnectWise Manage PSA and ConnectWise Automate RMM •Proficiency supporting Apple/Mac computers and devices •Experience with SentinelOne EDR, ESET, or similar endpoint security tools •Experience with Acronis, Backblaze, Backblaze B2, or similar backup solutions •VMware or Hyper-V experience •VMware VCP/VCTA, Microsoft virtualization, or equivalent certification •Server+, Network+, Security+, Microsoft 365, Azure, or equivalent certification •Proficiency with SonicWall, Ubiquiti/UniFi, and related network/security products •Experience supporting Synology NAS or similar storage platforms PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is active and requires standing, walking, bending, kneeling, stooping, crouching, and climbing. The employee may be required to lift and/or move items up to or well over 50 pounds as needed. Continual use of a computer, peripherals, phone, etc. are necessary. Employees must be able to safely operate motor vehicles. POSITION TYPE/EXPECTED HOURS OF WORK This is a full-time, temp-to-hire position expected to work at least 40 hours per week. Standard business hours are Monday through Friday, 8:00 a.m. – 5:00 p.m. This position participates in a rotating technical on-call schedule, typically approximately every 6–7 weeks, to support urgent after-hours client needs. On-call coverage generally includes weekday evening 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 also be required for urgent issues, scheduled maintenance windows, or project requirements. New hires serve an initial 90-calendar-day introductory period. This time is designed to help you acclimate to your responsibilities, complete necessary training, and evaluate whether the role is a good mutual fit. During this period, both you and i-tech Technology Consulting can assess performance and expectations. Please note that completing the introductory period does not alter the at-will nature of your employment, which means either you or the company may terminate the employment relationship at any time, with or without cause or advance notice. WORK AUTHORIZATION & PRE-EMPLOYMENT SCREENING Employment is contingent upon verification of identity and authorization to work in the United States (I-9). Final candidates may be required to successfully complete pre-employment screening, which may include background checks, reference checks, and other job-related screenings as permitted by law and required by client engagements. OTHER DUTIES This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required for the role. Responsibilities may change at any time, with or without notice, based on business needs. To support client service and team coverage, the employee may be asked to cross-train with and provide backup support for other roles as needed. i-Tech is an Equal Opportunity Employer: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at i-Tech are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, gender, pregnancy, age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. I-Tech will not toler