Level 1/2 Technician

RAMPUP Technology; New York (NY); Hybrid; USD 50,000 - 90,000; Full time

Benefits offered by this job

Certification support

Ongoing training

Cloud & AI exposure

Career growth opportunities

Job summary

Ramp Up Technology is seeking a motivated IT professional for Level 1/2 technical support in a hybrid New York area role. You will troubleshoot end-user issues, administer Microsoft 365 and Google environments, document solutions, and help with service delivery while collaborating with senior engineers and leadership.

The position offers exposure to cybersecurity, cloud platforms, automation, and AI solutions, with opportunities for growth into advanced engineering, cybersecurity, cloud, and

Qualifications

• Experience with Windows 10/11 support and device troubleshooting.
• Proficient in Microsoft 365 administration and Google Workspace management.
• Strong knowledge of Active Directory fundamentals and identity management.
• Familiarity with helpdesk ticketing systems and service management processes.

Responsibilities

• Provide Level 1/2 technical support via phone, email, and remote tools.
• Troubleshoot workstations, devices, networking, and business applications.
• Document solutions and maintain knowledge base articles.
• Manage service tickets per SLAs and assist with onboarding/offboarding.

Skills

Windows 10/11 support

Microsoft 365 administration

Active Directory fundamentals

Google Workspace administration

Networking basics

Helpdesk ticketing systems

Documentation

Communication skills

Customer service

Problem solving

PowerShell scripting

MSP experience

Tools

PowerShell scripting

Job description

Ramp Up Technology is a growing Managed Service Provider (MSP) delivering IT support, cybersecurity, cloud solutions, and emerging AI services to businesses throughout the New York Metropolitan area. We pride ourselves on delivering exceptional client experiences while helping organizations leverage technology to improve productivity, security, and growth.

We're looking for a motivated IT professional who enjoys solving problems, helping people, and continuously learning new technologies. This position offers hands‑on exposure to Microsoft 365, cybersecurity, cloud platforms, automation, AI solutions, and business technology consulting while working alongside senior engineers and leadership.

Position Summary

The objective of this position is to provide Level 1/2 technical support to Ramp Up clients while maintaining exceptional customer satisfaction and service delivery standards.

The ideal candidate is customer-focused, technically curious, and highly organized. You will be responsible for troubleshooting end‑user issues, administering Microsoft and Google environments, documenting solutions, managing service tickets, and assisting with service delivery initiatives.

This is a hybrid position that requires strong communication skills, attention to detail, and the ability to thrive in a fast‑paced MSP environment. You will have the opportunity to learn directly from senior engineers and business leaders while building technical skills that support career growth into advanced engineering, cybersecurity, cloud, automation, and AI‑focused roles.

Primary Responsibilities

Client Support

• Provide Level 1/2 technical support to clients via phone, email, and remote support tools
• Troubleshoot workstations, laptops, mobile devices, printers, networking, and business applications
• Maintain a high level of customer satisfaction through professional communication and timely issue resolution
• Escalate complex issues appropriately while maintaining ownership of the client experience

Service Delivery

• Manage service tickets according to established service level agreements (SLAs)
• Document troubleshooting steps, resolutions, and customer communications
• Assist with maintaining technical documentation, runbooks, and knowledge base articles
• Participate in onboarding and offboarding activities for client organizations
• Assist with recurring maintenance and proactive support initiatives
• Identify opportunities for automation and process improvement
• Contribute to service delivery metrics and KPI reporting
• Participate in internal training and professional development programs
• Support projects and technology rollouts as assigned

General Business Skills

• Excellent verbal and written communication
• Exceptional attention to detail
• Time management and prioritization skills
• Ability to manage multiple tasks simultaneously
• Critical thinking and analytical problem-solving
• Proactive learning and self‑development
• Ability to work independently and collaboratively
• Accountability and ownership mentality
• Strong documentation and organizational skills

Technical Requirements

Required Skills

• Windows 10 and Windows 11 support
• Computer hardware and software troubleshooting
• Microsoft 365 administration and support
• Outlook, Teams, OneDrive, and SharePoint administration
• Active Directory and Microsoft Entra ID fundamentals
• Google Workspace administration and support
• User account provisioning and permissions management
• Basic networking concepts including:
• TCP/IP
• DNS
• DHCP
• VPN Connectivity
• Experience using helpdesk, ticketing, or service management systems
• Remote support and troubleshooting tools
• Software installation and deployment
• Technical documentation and knowledge base creation

Preferred Skills

• Microsoft Intune / Endpoint Management
• Windows Server administration
• Firewall and network security fundamentals
• Backup and disaster recovery technologies
• Email security and phishing mitigation
• PowerShell scripting
• MSP experience
• Cybersecurity awareness and best practices

AI & Automation Requirements

Ramp Up Technology believes AI will fundamentally transform how businesses operate and how IT services are delivered. Team members are expected to embrace AI‑enhanced workflows while maintaining client confidentiality, security, and compliance standards.

Preferred Qualifications

• Experience with Microsoft Copilot, ChatGPT, Claude, or similar AI platforms
• Ability to use AI tools for research, troubleshooting, documentation, and productivity improvements
• Understanding of responsible AI usage and data privacy considerations
• Interest in AI‑assisted automation and workflow optimization
• Ability to learn and adapt to emerging AI technologies
• Enthusiasm for helping clients adopt and use AI technologies safely and effectively

What Success Looks Like

• Uses AI tools to accelerate ticket resolution and technical research
• Leverages AI to improve the quality and consistency of documentation
• Identifies opportunities to automate repetitive processes
• Contributes ideas that improve efficiency for both clients and internal operations

Experience

• 2+ years of technical support experience preferred
• MSP experience strongly preferred but not required
• Customer service experience is highly valued
• Experience supporting small and mid‑sized businesses is a plus

Certifications

Not required but candidates should be willing to pursue certifications as part of their professional growth:

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS‑900)
• Microsoft Security Fundamentals (SC‑900)
• Google IT Support Professional Certificate
• ConnectWise Certifications

Bonus Points

• MSP experience
• Business analytics and reporting
• PowerShell or automation experience
• AI prompt engineering or Copilot experience
• Content creation, blogging, or social media skills
• Appreciation for the NYC transit system
• Sense of humor
• Calmness under pressure
• Ability to learn quickly in challenging situations

Other Requirements

• Background check required for final candidates
• Three professional and/or educational references required
• Ability to work in a hybrid environment

Compensation

Salary:

Commensurate with experience (Range - $50-90K)

Benefits Include:

• Professional certification assistance
• Ongoing technical training
• Exposure to advanced cloud, cybersecurity, and AI technologies
• Career growth opportunities within a growing MSP

Candidates who actively leverage AI tools such as Microsoft Copilot, ChatGPT, or Claude to improve productivity, research, documentation, and problem solving are strongly encouraged to apply.