MSP Level 2 Technician

**Benefits:** - 401(k) matching - Bonus based on performance - Dental insurance - Employee discounts - Health insurance - Opportunity for advancement - Paid time off - Training & development - Vision insurance - Wellness resources Summary: We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently. Responsibilities: - Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software. - Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients. - Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points. - Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities. - Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss. - Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction. - Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities. - Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget. - Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment. - Emergency Support: Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss. Knowledge, Skills, & Qualifications: - Experience & Education: Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable. - Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V. - Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk. - Networking Expertise: In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies. - Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity. - Problem-Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently. - Communication & Customer Service: Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships. - Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team. Preferred Additional Qualifications - Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud. - Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes. - Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.). - Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint). Work Environment This role requires the ability to work both onsite and remotely, dependi…