IT Help Desk Support - Level II (MSP)

Level 2 Help Desk Technician

Our client is a well-established and growing Managed Services Provider (MSP) serving small and mid-sized businesses throughout the Knoxville, TN area. They provide comprehensive IT support, network management, cybersecurity, cloud solutions, hardware and software support, and ongoing technology consulting to their business clients. They are currently seeking an experienced Level 2 Help Desk Technician to join their team. This individual will serve as an important escalation point for clients and internal support personnel, resolving more complex technical issues that go beyond traditional Level 1 support. The ideal candidate will have previous Managed Services Provider experience, strong troubleshooting abilities, excellent customer service skills, and the ability to work comfortably across multiple client environments. This is an excellent opportunity for a technician who enjoys solving problems, working directly with business clients, and continuing to develop their technical skill set within an established MSP environment.

Duties & Responsibilities

• Provide Level 2 technical support to multiple business clients in a fast-paced MSP environment.
• Own, troubleshoot, and resolve escalated service tickets involving hardware, software, operating systems, networking, and Microsoft technologies.
• Provide remote and, when necessary, onsite technical support to client locations.
• Troubleshoot and support Windows 10/11 workstations, laptops, printers, peripherals, and business applications.
• Administer and troubleshoot Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and user licensing.
• Support Active Directory / Entra ID, including user accounts, groups, permissions, password issues, and basic Group Policy troubleshooting.
• Assist with the administration and troubleshooting of Windows Server environments, file servers, application servers, and related services.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, VLANs, switches, routers, and firewalls.
• Monitor and respond to alerts generated through Remote Monitoring & Management (RMM) platforms.
• Perform system maintenance, software updates, patch management, and basic security remediation.
• Assist with workstation and server deployments, upgrades, migrations, and technology projects.
• Perform new-user onboarding and offboarding, including account provisioning, permissions, hardware configuration, software installation, and equipment deployment.
• Diagnose issues using system logs, Event Viewer, remote-management tools, and other diagnostic utilities.
• Maintain accurate and detailed documentation of troubleshooting steps, resolutions, time entries, and client communications within the company's PSA/ticketing system.
• Identify recurring technical issues and recommend solutions that reduce future service requests.
• Communicate directly with clients to understand technical issues, explain solutions in non-technical language, set expectations, and ensure issues are resolved to the client's satisfaction.
• Escalate highly complex issues to senior engineers or appropriate vendors when necessary.
• Assist senior engineers with projects, implementations, network upgrades, and other technical initiatives as needed.
• Maintain a professional, responsive, and customer-focused approach when interacting with clients and internal team members.

Qualification & Requirements

• 2–4+ years of hands-on IT support experience, preferably in a Managed Services Provider environment.
• Previous MSP experience is strongly preferred and will be considered a significant advantage.
• Demonstrated experience working in a Level 2 / Tier 2 technical support capacity.
• Strong working knowledge of Windows 10/11 and desktop/laptop troubleshooting.
• Hands-on experience supporting Microsoft 365 / Office 365 environments.
• Working knowledge of Active Directory and/or Microsoft Entra ID.
• Experience supporting Windows Server environments.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, VLANs, switches, routers, and firewalls.
• Experience working with RMM and PSA/ticketing platforms such as ConnectWise, Kaseya, Datto, NinjaOne/NinjaRMM, Autotask, HaloPSA, or comparable systems.
• Strong troubleshooting and analytical skills with the ability to diagnose problems systematically rather than simply apply basic fixes.
• Ability to manage multiple tickets and competing priorities while maintaining appropriate response times and documentation.
• Excellent verbal and written communication skills with the ability to work effectively with both technical and non-technical users.
• Strong customer service orientation and a professional, courteous demeanor when dealing with clients.
• Ability to work independently while also collaborating effectively with senior engineers and other members of the technical team.
• Strong organizational skills and attention to detail.
• Ability to travel locally to client sites when required.
• Valid driver's license and reliable transportation preferred.
• Ability and willingness to continuously learn new technologies, systems, and security practices.

Preferred / Ideal Qualifications

• CompTIA A+, Network+, or Security+ certification.
• Microsoft certifications such as MD-102, MS-900, AZ-900, or comparable Microsoft credentials.
• Experience with ConnectWise, Autotask, Datto, NinjaOne, Kaseya, HaloPSA, Hudu, IT Glue, or similar MSP platforms.
• Experience with VMware or Hyper-V environments.
• Experience supporting Microsoft Intune, Entra ID, Azure, or Azure Virtual Desktop.
• Experience troubleshooting and administering firewalls, VPNs, switches, and wireless networks.
• Basic PowerShell experience.
• Experience with endpoint security, EDR, antivirus, email security, or other managed cybersecurity solutions.
• Previous experience supporting multiple SMB clients in a high-volume MSP environment.

Ideal Candidate Profile

• The ideal candidate is a technically capable Level 2 MSP technician who has progressed beyond basic password resets, workstation troubleshooting, and other traditional Level 1 responsibilities. They should be comfortable taking ownership of escalated technical issues, communicating directly with clients, troubleshooting Microsoft and networking environments, and working within an RMM/PSA-driven service delivery model.
• Most importantly, this individual should combine solid technical skills with excellent customer service and communication. They should be dependable, organized, proactive, and genuinely interested in developing their career within the MSP industry.