IT Support Specialist (MSP, Level II)

gobravvo; Knoxville (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental benefits

Vision benefits

Retirement plans

Professional development

Job summary

gobravvo is seeking an IT Support Specialist (MSP, Level II) in Knoxville, TN. The role emphasizes advanced troubleshooting, centralized IT management, and support for Microsoft 365, AD, Entra ID, Windows Server, and security tools.

You will work in a dynamic MSP environment, handling diverse client environments, and contributing to projects while expanding your technical expertise. Onsite in Knoxville with growth opportunities.

Qualifications

• 3+ years of IT support, systems administration, or related roles.
• Level II/Tier II support capabilities with advanced troubleshooting.
• Strong knowledge of Windows 10/11, Microsoft 365, AD, Entra ID, Windows Server, and GP.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPNs, VLANs, switches, routers, firewalls.
• Experience with MSP tools such as ConnectWise, Kaseya, Datto, NinjaOne, Autotask, HaloPSA, IT Glue.

Responsibilities

• Deliver advanced Level II technical support for multiple client environments and resolve issues.
• Escalate complex problems involving Microsoft environments, workstations, servers, networks, and security tools.
• Support Microsoft 365, Active Directory, Entra ID, Windows Server, and Group Policy.
• Audit Microsoft environments to identify configuration, security, and licensing improvements.
• Diagnose networking issues including VPNs, DNS, DHCP, and firewall configurations.
• Administer centralized services platforms for remote management, monitoring, patching, and security.
• Monitor endpoint management, patching, EDR, antivirus, and backup systems.
• User onboarding/offboarding, account administration, and workstation deployment.
• Assist with server, network, and cloud deployments and projects.
• Document troubleshooting steps and changes; communicate with clients and team.

Skills

IT support

Windows 10/11

Active Directory

Microsoft 365

Networking

RMM

EDR

Backup technologies

Entra ID

Security tools

Tools

ConnectWise

Kaseya

Datto

NinjaOne

Autotask

HaloPSA

IT Glue

Job description

IT Support Specialist (MSP, Level II) If you are passionate about technology and thrive in dynamic, client-focused environments, the opportunity to join a leading Managed Services Provider (MSP) as an IT Support Specialist (MSP, Level II) could be the next step in your IT career. This full-time position is designed for professionals who have moved beyond basic help desk tasks and are ready to tackle more advanced networking, Microsoft, endpoint, and infrastructure challenges. The role offers exposure to a wide array of technologies and the chance to work in a collaborative, growth-oriented team. As an IT Support Specialist (MSP, Level II), you will be integral to the management and support of centralized services and platforms that ensure client environments are secure, up-to-date, and running efficiently. You will be expected to work independently and as part of a team, utilizing your troubleshooting skills and technical knowledge to resolve complex issues affecting workstations, servers, networks, and cloud services. The opportunity to learn new platforms and contribute to technical projects makes this position ideal for those who seek continuous professional growth. This position is based in Knoxville, TN, a vibrant community that offers a strong technology sector and a supportive business climate. Working in this area provides access to a growing tech ecosystem and opportunities to expand your professional network within the MSP industry.

IT Support Specialist (MSP, Level II) - Summary

Full-time IT Support Specialist (MSP, Level II) role focused on advanced troubleshooting, client support, and centralized IT management. Work with diverse technologies, including Microsoft 365, Active Directory, networking, and security platforms. Opportunity to learn and grow within a supportive, fast-paced MSP environment. Location: Knoxville, TN.

Duties & Responsibilities

• Deliver advanced Level II technical support for multiple client environments, independently resolving hardware, software, and infrastructure issues.
• Act as an escalation resource for complex problems involving Microsoft environments, workstations, servers, networks, and security tools.
• Support Microsoft 365, Active Directory, Entra ID, Windows Server, Group Policy, user permissions, and related technologies.
• Audit and review Microsoft environments to identify configuration, security, and licensing improvements.
• Diagnose and resolve networking issues covering TCP/IP, DNS, DHCP, VPNs, VLANs, wireless, switches, routers, and firewalls.
• Administer centralized services platforms and tools used for remote management, monitoring, patching, and securing client environments.
• Monitor endpoint management, patching, EDR, antivirus, backup systems, and respond effectively to alerts.
• Perform user onboarding/offboarding, account administration, workstation deployment, and related support tasks.
• Assist with server, network, and cloud deployments, upgrades, and infrastructure projects.
• Utilize RMM, ticketing, and documentation platforms to support multiple clients efficiently.
• Document troubleshooting steps, solutions, and environment changes thoroughly.
• Identify and recommend solutions for recurring technical problems.
• Communicate technical issues and solutions professionally with clients and team members.
• Participate in technical projects and stay current on IT best practices and cybersecurity trends.

Salary & Benefits

Competitive compensation structure aligned with experience and market standards for IT Support Specialist (MSP, Level II) roles. Comprehensive benefits package, including health, dental, vision, and retirement plans. Opportunities for professional development, certification support, and career advancement within the MSP sector.

Qualifications & Requirements

• 3+ years of experience in IT support, systems administration, network support, or related technical roles.
• Demonstrated Level II/Tier II technical support capabilities, including advanced troubleshooting and client support.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, Entra ID, Windows Server, and Group Policy.
• Understanding of networking concepts: TCP/IP, DNS, DHCP, VPNs, VLANs, switches, routers, wireless networks, and firewalls.
• Experience with RMM, endpoint management, patch management, EDR/endpoint security, and backup technologies.
• Familiarity with MSP tools such as ConnectWise, Kaseya, Datto, NinjaOne, Autotask, HaloPSA, IT Glue, or similar is a plus.
• Excellent troubleshooting, critical thinking, and independent research skills.
• Ability to manage multiple tickets, projects, and responsibilities with minimal supervision.
• Strong written and verbal communication skills for both technical and non-technical audiences.
• Valid driver's license and reliable transportation for occasional onsite support.

Ideal Candidate Snapshot

Experienced beyond entry-level help desk support, with a foundation in systems administration and networking. Technically confident, able to independently investigate and resolve issues. Self-motivated, dependable, organized, and accountable. Approachable, coachable, and eager to learn new technologies and platforms. Team-oriented yet comfortable working independently as needed.

Other Relevant Information

• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft 365, Azure, endpoint administration, or security certifications.
• Experience with VMware, Hyper-V, cloud technologies, or scripting (PowerShell) is an advantage.
• Commitment to professional growth and staying current on IT and cybersecurity best practices is essential.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are ready to advance your career as an IT Support Specialist (MSP, Level II) and make an impact in a positive, technology-driven culture,