L2 MSP Support Technician

Search Services; Houston (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Search Services LLC seeks a Systems Specialist to join its managed services team, delivering responsive IT support across client environments both remotely and onsite. You will troubleshoot endpoints, Microsoft 365, networks, servers, backups, security tools, and business applications while maintaining a security-first mindset.

You will document your work, coordinate with vendors, and manage tickets from intake to resolution, with a strong emphasis on communication, professionalism, and customer

Qualifications

• High school diploma or equivalent.
• IT certifications such as CompTIA A+, Network+, Security+, Server+ or Microsoft 365/Azure.
• 5+ years hands-on business IT support across end users, workstations, M365, networks, servers, backups, security tools.

Responsibilities

• Provide remote and onsite IT support for managed services clients.
• Diagnose and resolve user-impacting technical issues.
• Communicate clearly with clients and internal teams.
• Coordinate with software vendors, ISPs, hardware manufacturers and other third-party resources.
• Identify root causes and confirm resolution before closing tickets.
• Manage tickets, priorities, and escalation when needed.
• Support Windows desktops, laptops, mobile devices, printers, and standard business applications.
• Assist with onboarding/offboarding, MFA, email configurations, and access changes.
• Troubleshoot Microsoft 365 including Exchange Online, Outlook, Teams, SharePoint, OneDrive.
• Support SMB networking, DNS, DHCP, switches, firewalls, VPNs, and Wi-Fi.

Skills

IT support

Remote support

Onsite support

Microsoft 365 administration

Networking fundamentals

Documentation

Customer service

Education

High school diploma

IT certifications

Microsoft 365 certification

Tools

ConnectWise Manage PSA

ConnectWise Automate RMM

SonicWall

Azure AD

Active Directory

Job description

Are you an experienced IT professional who enjoys solving complex technical problems while delivering exceptional client service? Our Client is seeking a Systems Specialist to join its managed services team and provide responsive, security-minded IT support across a diverse range of business environments.

This is a hands‑on, client-facing opportunity for an IT professional who understands that great technical support goes beyond fixing an issue. You’ll troubleshoot across endpoints, Microsoft 365, networks, servers, backups, security tools, and business applications while helping ensure technology supports each client’s day-to-day operations.

ABOUT OUR CLIENT

• Our client is an MSP that provides managed IT services and technical support to a diverse base of business clients and user environments.

ABOUT THE ROLE

• As a Systems Specialist, you will be a key technical member of the managed services team, supporting client systems remotely and onsite while managing day-to-day service requests and assisting with managed service projects.
• You’ll combine broad technical knowledge with sound judgment, strong communication, attention to detail, and a security‑first mindset. You’ll also maintain accurate documentation, coordinate with vendors and internal resources, and take ownership of issues through resolution.
• RESPONSIBILITIES
• Provide responsive and professional remote and onsite IT support for managed services clients and other supported client engagements
• Diagnose and resolve user‑impacting technical issues using established troubleshooting practices, available documentation, and effective discovery
• Communicate clearly with clients and internal team members by phone, email, in person, and through the service ticketing system
• Coordinate with software vendors, internet service providers, hardware manufacturers, and other third‑party support resources when necessary
• Identify root causes where possible, determine the appropriate resolution path, and verify that issues are fully resolved before closing work
• Recognize situations requiring escalation, additional technical review, client approval, management involvement, project scoping, procurement, or quote follow‑up
• Actively manage assigned tickets, schedule items, blockers, follow‑ups, and service priorities
• Install, configure, troubleshoot, and support Windows desktops and laptops, mobile devices, printers and scanners, peripherals, and standard business applications
• Support new‑user onboarding and user offboarding, including device preparation, user profiles, applications, email configuration, permissions, MFA, access changes, and documentation
• Troubleshoot common business applications, including Microsoft Office, Adobe applications, QuickBooks, Sage, AutoCAD, SolidWorks, Dropbox, Slack, and client‑specific software
• Support MFA and Duo, password management tools, endpoint security and EDR agents, antivirus software, file recovery requests, and endpoint‑related backup issues
• Configure, troubleshoot, and support Microsoft 365, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, and Office applications
• Perform Microsoft 365 and Entra ID/Azure AD administration involving user accounts, groups, permissions, password resets, MFA, and access troubleshooting
• Troubleshoot mailbox access, mail flow, calendars, shared mailboxes, distribution groups, delegated access, Microsoft 365 groups, and mobile email connectivity
• Resolve Teams, SharePoint Online, and OneDrive issues involving synchronization, access, sharing permissions, file access, and collaboration
• Troubleshoot SMB networking environments involving TCP/IP, DNS, DHCP, switches, firewalls, wireless access points, internet connectivity, VPNs, and related network services
• Support Windows Server environments, including Active Directory and Domain Controllers, file servers, Remote Desktop Servers, application servers, user permissions, and basic Group Policy needs
• Assist with VMware and Hyper‑V virtualization environments and NAS/storage platforms such as Synology
• Support SonicWall firewalls, SSL VPN, NetExtender, Mobile Connect, Ubiquiti/UniFi, and other SMB networking and wireless technologies
• Troubleshoot ISP outages, Wi‑Fi performance, authentication, DNS issues, VPN connectivity, firewall concerns, and degraded network performance
• Maintain accurate ticket documentation, time entries, configuration information, status updates, risks, next steps, and resolution details

REQUIRED QUALIFICATIONS

High school diploma or equivalent

Current relevant IT certifications such as CompTIA A+, Network+, Security+, Server+, Microsoft 365, Azure, or comparable credentials

5+ years of hands‑on business IT support experience covering end users, workstations, Microsoft 365, networks, servers, backups, security tools, and related business technologies

Experience in an MSP, MSSP, managed services, or multi‑client technical support environment with responsibility for client‑facing service delivery

Strong Microsoft 365 administration and troubleshooting knowledge, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, Office applications, MFA, user access, licensing functionality, and mail‑flow issues

Strong endpoint and user‑support experience involving Windows workstations and laptops, user profiles, printers and scanners, peripherals, and application troubleshooting

Experience supporting workstation and server backup solutions, including backup alerts, failed backups, file restores, recovery verification, and escalation

Strong knowledge of TCP/IP networking and SMB infrastructure, including DNS, DHCP, switching, firewalls, Wi‑Fi, internet connectivity, VPNs, and remote access

Working knowledge of Windows Server environments, Active Directory, Domain Controllers, file servers, Remote Desktop Services, application servers, permissions, and Group Policy concepts

Experience using PSA, RMM, and remote‑support tools for service delivery, documentation, troubleshooting, and technical research

Security‑first approach to credentials, sensitive client information, remote access, and client‑specific security requirements

Strong professional communication, troubleshooting judgment, attention to detail, time management, situational awareness, and client‑service skills

Ability to work independently, manage competing priorities, communicate blockers promptly, and determine when escalation or additional approval is required

PREFERRED QUALIFICATIONS

• Associate’s or Bachelor’s degree in a related field, or equivalent relevant experience
• 3+ years of experience working with an MSP or MSSP delivering technical services to clients
• Experience with ConnectWise Manage PSA and ConnectWise Automate RMM
• Experience supporting Apple and Mac computers and devices
• Experience with SentinelOne EDR, ESET, or similar endpoint‑security platforms
• Experience with Acronis, Backblaze, Backblaze B2, or similar backup solutions
• VMware or Hyper‑V experience
• VMware VCP/VCTA, Microsoft virtualization, Server+, Network+, Security+, Microsoft 365, Azure, or equivalent certifications
• Proficiency with SonicWall, Ubiquiti/UniFi, and related networking and security products
• Experience supporting Synology NAS or comparable storage platforms
• WORK SCHEDULE
• 40 hours per week
• Standard business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Participation in a rotating technical on‑call schedule, typically approximately every 6–7 weeks
• On‑call responsibilities generally include weekday evenings and weekend coverage windows
• Additional compensation is provided for assigned on‑call rotations in accordance with company policy
• Occasional work outside standard business hours may be required for urgent issues, scheduled maintenance, or project requirements

WORK AUTHORIZATION AND PRE‑EMPLOYMENT SCREENING

• Employment is contingent upon verification of identity and authorization to work in the United States through Form I‑9 requirements
• Final candidates may be required to complete background checks, reference checks, and other job‑related pre‑employment screenings as permitted by law and required by client engagements