MSP Tier 2 Technician

Job Description

Job Description

Position Summary:

Are you ready to put your IT skills to work in a dynamic environment? OmegaCor is seeking a Managed Services Provider (MSP) Tier 2 Technician to deliver both onsite and remote support. In this role, you'll spend time at customer sites resolving hardware/software issues, as well as Microsoft 365 challenges, while also supporting tickets from our central service desk.

This position provides both remote and onsite support for client environments, ensuring uninterrupted business operations through prompt issue resolution, proactive system maintenance, and effective collaboration with end-users and higher-tier support teams. In this dynamic position, you'll spend 25-75% of your time at a key customer site, delivering top-notch help desks and desk-side assistance.

Technical Support (Remote & Onsite):

• Provide Tier 2 remote and onsite support, responding to and resolving user-reported issues promptly and efficiently.
• Help at the customer's location, addressing hardware and software problems to ensure uninterrupted workflow.
• Collaborate with end-users to troubleshoot and diagnose technical problems, guiding them through effective resolutions.

Service Desk Operations:

• Answer incoming calls from clients promptly, provide first-level support, capturing details, and creating service tickets in the helpdesk system.
• Monitor and track open tickets in the ticketing system, ensuring accurate documentation, status updates, and closure within SLA timelines.
• Assist the Service Manager in collaborating with support teams to facilitate the efficient allocation of resources and provide first-level support when needed. Log, track, and prioritize service desk tickets, maintain accurate records of issue resolution and escalation processes.
• Act as a liaison between end-users and Tier 2/3 support teams, ensuring smooth communication and timely resolution of complex issues.
• Participate in onsite and remote support rotations, including service desk coverage at OmegaCor's Millersville office.
• Stay updated on industry best practices and emerging technologies to continually improve technical skills and stay abreast of evolving IT trends.
• Contribute to the development and improvement of knowledge base articles, helping to create a comprehensive repository for issue resolution and user education.

System Maintenance & Projects:

• Conduct routine maintenance activities, including system updates, patches, and software installations.
• Perform periodic system audits to identify vulnerabilities and improve system integrity.
• Contribute to technical projects, providing hands-on assistance and expertise as needed.

Knowledge & Training:

• Document new procedures, solutions, and best practices to expand the company's knowledge base.
• Contribute to the development and improvement of knowledge base articles for both internal staff and end-user education.
• Participate in technical and soft skills training programs to stay current with industry best practices and emerging technologies.

After-Hours Support:

• Participate in a rotating monthly on-call schedule, providing after-hours support as needed.
• Stay updated on industry best practices and emerging technologies to continually improve technical skills and stay abreast of evolving IT trends.

System Maintenance & Projects:

• Contribute to the development and improvement of knowledge base articles, helping to create a comprehensive repository for issue resolution and user education.

Additional Duties and Responsibilities:

• Participate in a rotating monthly on-call schedule for after-hours support.
• Contribute to technical projects, providing hands-on assistance and expertise as required.
• Participate in assigned technical and soft skills training programs to stay current with industry trends.
• Expand the knowledge base by documenting new procedures, solutions, and best practices.
• Conduct periodic system audits to identify vulnerabilities and enhance overall system integrity.

Required Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 3+ years of IT support experience (Tier 2 or equivalent role) in a Managed Services or corporate IT environment.
• Strong knowledge of Windows desktop and server environments, Microsoft 365, Active Directory, and common business applications.
• Experience supporting networking equipment (switches, firewalls, routers) and understanding of TCP/IP fundamentals.
• Proven ability to diagnose and resolve hardware and software issues in person and remotely.
• Strong documentation and ticket management skills.
• Excellent interpersonal and communication skills, with the ability to explain technical issues in a clear, user-friendly manner.
• Valid driver's license and reliable transportation for customer site visits.

Preferred Certifications and Experience:

• Industry certifications (CompTIA Network+, Security+, Microsoft Certified, Cisco CCNA, etc, MCP, CompTIA Net+, ITIL v4 Foundations preferred.)
• Experience with Remote Monitoring & Management (RMM) tools, PSA/ticketing systems, and endpoint security platforms.
• Familiarity with ITIL practices and structured deliv