IT Support Technician II: Level 3 Escalation Expert

Waytek; New Jersey; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary DOE

Health, dental, and vision insurance

Paid time off and holidays

Certification reimbursement

Level 3 exposure for growth

Job summary

Waytek MSP is seeking an IT Support Technician II with Level 3 exposure to bridge Tier 1 support and Tier 3 infrastructure. The onsite role handles escalated issues, advanced diagnostics, and infrastructure tasks to ensure timely resolutions.

Responsibilities include advanced troubleshooting across AD, cloud services, backups, and security, plus collaboration on firewall/config and virtualization projects. On-call rotation and SLA-driven service are part of the role.

Qualifications

• MSP experience preferred with ConnectWise Manage/Automate.
• Experience in a high-volume SLA-driven environment.
• Strong knowledge of Microsoft 365, Active Directory, and endpoint support.

Responsibilities

• Advanced Troubleshooting: resolve complex issues across email, AD, software, hardware, cloud, PowerShell, network, security, and backups.
• Tier 3 Collaboration: support firewall config, virtualization, and backup projects.
• Projects Assistance: participate in deployments and after-hours updates.
• Ticket Management: create, update, and track tickets in ConnectWise; document time and client communications.
• On-Call Rotation: participate in scheduled on-call shifts and respond to emergencies.

Skills

MSP experience

SLA-driven environment

End-user support

Tools

ConnectWise Manage/Automate

Microsoft 365

Azure/Entra/Intune

Active Directory

Veeam/Datto backups

Job description

Waytek MSP is seeking an IT Support Technician II with Level 3 exposure to bridge Tier 1 support and Tier 3 infrastructure. The onsite role handles escalated issues, advanced diagnostics, and infrastructure tasks to ensure timely resolutions.

Responsibilities include advanced troubleshooting across AD, cloud services, backups, and security, plus collaboration on firewall/config and virtualization projects. On-call rotation and SLA-driven service are part of the role.