L2/L3 Technician (MSP Experience Required)

Job Description

Job Description

CSI Tech is growing!

CSI Tech is seeking experienced L2 / L3 Help Desk Technicians with proven MSP (Managed Service Provider) or TSP (Technology Service Provider) experience serving multiple clients simultaneously . Compensation is based on experience level and tier placement.

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. We provide Managed IT Services exclusively to the SMB market . As a small business, we understand that the quality of our people defines the quality of our company.

CSI Tech offers a positive environment, flexible scheduling, generous pay, paid time off, 401K matching, professional training, paid training materials, certifications, and excellent benefits.

Our hiring process consists of:

• Application
• Video Interview
• Technical Interview (In-Person)
• Formal Offer

Job Requirements

• Perform remote help desk support (L2/L3 level)
• Participate in project work and escalations as needed
• Determine the best solution based on the issue and details provided by customers
• Create and maintain documentation, relevant notes, and time entries
• Perform remote desktop, network, and server maintenance
• Follow up and update customers with clear status updates and information
• Perform on-site services when necessary

Candidate Requirements

• Strong personal interest in technology and continuous learning
• MSP or TSP experience serving multiple clients simultaneously is required
• Past and demonstrated experience as an L2 or L3 Help Desk Technician
• Proven understanding of computer systems, mobile devices, and other technology products
• Ability to diagnose and resolve advanced technical issues independently
• Ability to ask for help and escalate appropriately when needed
• Strong attention to detail and adherence to process
• Collaborate and works well with others
• Solid written communication skills
• Experience working within a ticketing system
• Proficient in Microsoft 365, Entra ID, Intune, Exchange, SharePoint, OneDrive
• Experience with Active Directory
• WatchGuard experience is a plus
• Datto and Kaseya product experience is a plus

Advancement and Growth Potential

• Opportunity to participate in our Standards Committee
• Opportunity to participate in Centralized Services, overseeing all services delivered to clients
• Develop and maintain SOPs and internal documentation
• Learn and integrate new security technologies
• Participate in an on-call rotation (emergencies only), shared across the entire team

Tech Stack

• Microsoft 365, Entra ID, Intune, Exchange, SharePoint, OneDrive
• Kaseya / Datto
• Autotask, IT Glue, Datto Backup, SaaS Defense, SaaS Protect, Datto RMM, Datto EDR, Datto AV, SaaS Alerts, Dark Web ID, Inky
• Premier L2 Support / Escalation with Kaseya / Datto
• HPE / Aruba
• VMware
• Hyper-V
• WatchGuard
• Microsoft Windows Server
• Mailhardener
• Lenovo Authorized Sales and Service Partner

Benefits

• Flex-Time Agreement / Hybrid Position
• Paid Certifications
• CBT Nuggets Subscription
• Regular Employee Reviews
• 401K Matching
• Professional Training
• Medical
• Vision
• Cell Phone Stipend
• Internet Stipend
• Mileage Reimbursement
• Laptop
• CSI Tech Apparel
• Stocked Kitchen
• Costco or Sam’s Club Membership
• Competitive Paid Time Off Policy

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. Our company provides Managed IT support to the SMB market. As a small business, we understand that the quality of our people defines the quality of our company. CSI Tech offers a positive environment, flexible scheduling, generous pay, paid time off, 401K matching, professional training, paid training materials, certifications, and excellent benefits.

Company Description

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. Our company provides Managed IT support to the SMB market. As a small business, we understand that the quality of our people defines the quality of our company. CSI Tech offers a positive environment, flexible scheduling, generous pay, paid time off, 401K matching, professional training, paid training materials, certifications, and excellent benefits.