MSP IT Support Pro (Level II)

gobravvo

Tempe (AZ)

On-site

USD 65,000 - 85,000

Full time

6 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Comprehensive benefits

Ongoing training

Professional development

Job summary

gobravvo in Tempe, AZ is seeking an IT Support Specialist (MSP, Level II) to deliver advanced technical support within a fast-paced, ticket-driven MSP environment. You will troubleshoot both hardware and software, manage Windows Server environments, and support Microsoft 365 and cloud-based services for diverse clients.

This full-time role emphasizes customer service, clear communication with non-technical users, and proactive issue resolution.

Qualifications

Minimum of 4 years of hands-on IT support experience in a professional business setting.
Proven experience supporting Windows desktop and server environments.
Strong background troubleshooting networking, Microsoft technologies, and end-user systems.
Experience in a client-facing technical support role, preferably within a Managed Service Provider (MSP).
Knowledge of Windows Server administration, including Active Directory, DNS, DHCP, Group Policy, and File & Print Services.
Experience supporting Microsoft 365 and Exchange environments.
Familiarity with networking components including switches, routers, firewalls, VPNs, and wireless technologies.
Experience with RMM tools and PSA/ticketing systems such as ConnectWise RMM and Autotask is beneficial.
Ability to configure and support VoIP solutions.

Responsibilities

Deliver technical support to end users via multiple channels, including phone, email, remote tools, and service desk ticketing systems.
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, software applications, and various peripherals.
Provision and configure workstations, user accounts, and equipment for new employees.
Manage and prioritize support requests to consistently meet service level agreements (SLAs).
Escalate complex issues as appropriate, while maintaining ownership and follow-through with clients.
Communicate clearly and effectively with users, ensuring excellent customer service and technical support.
Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and File & Print Services.
Support Microsoft 365, Exchange, and cloud-based services for clients.
Perform user administration tasks such as password resets, account provisioning, and permissions management.
Install, configure, and maintain antivirus and endpoint security solutions.
Assist with server maintenance, updates, monitoring, and troubleshooting activities.
Troubleshoot network infrastructure, including switches, routers, wireless networks, and firewalls.
Assist with network configuration, monitoring, and optimization for performance and reliability.
Support cloud computing environments and hybrid infrastructure solutions.
Configure and support VoIP phone systems and related telecommunications technologies.
Monitor system alerts and proactively address potential technical issues.
Utilize remote monitoring and management (RMM) tools to resolve technical issues efficiently.
Document troubleshooting steps, resolutions, and client interactions in professional service automation (PSA) systems.
Support project work, including system upgrades, migrations, and technology implementations.
Maintain accurate documentation of client environments and technical procedures.
Stay informed about emerging technologies and recommend improvements to client environments where appropriate.