MSP Level 2 Technician

TeamLogic IT; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Training & development

Bonus based on performance

Flexible hours

Job summary

TeamLogic IT seeks an MSP Level 2 Technician to deliver advanced IT support for SMB clients. You will handle escalations from Level 1, secure client environments, and ensure service excellence across multiple ecosystems.

You’ll manage patching, backups, monitoring, and security tooling while maintaining thorough documentation. This role may require on-call duties and occasional travel, with compensation per policy.

Qualifications

• Minimum 3 years in IT support or MSP environment.
• Experience with Windows server environments and virtualization (VMware/Hyper-V).
• Experience administering Microsoft 365 and Azure AD including Intune/endpoint management.

Responsibilities

• Provide advanced troubleshooting for servers, networks, and applications (Level 2).
• Perform patch management, backups, monitoring, and security tasks.
• Monitor security tooling and respond to alerts; escalate as needed.
• Maintain client documentation and configurations.
• Engage in on-call rotation and after-hours support per policy.

Skills

Advanced IT support

Troubleshooting

Communication

Documentation

On-call readiness

Education

Associate's or Bachelor's in IT/CS

CompTIA Network+

Security+

Microsoft 365 Certified: Modern Desktop Administrator

CCNA

Tools

NinjaRMM

Autotask

IT Glue

Veeam

Datto

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Training & development
• Vision insurance
• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance

Summary:

We're looking for an MSP Level 2 Technician to provide advanced technical support to our Small-to-Medium Business clients. You'll handle escalations from our Level 1 team, keep client environments secure and running smoothly, and deliver a great client experience along the way.

Responsibilities:

• Technical Support: Provide advanced troubleshooting and support for servers, networks, and software applications, resolving issues escalated from Level 1 technicians. Escalate to Level 3/engineering when a fix requires architecture-level changes.
• System Administration: Perform patch management, backup and recovery, and system monitoring across client environments. Keep systems secure, current, and aligned with client standards.
• Security Operations: Daily use of RMM and security tooling to monitor client environments, respond to alerts, and maintain endpoint protection, EDR, and identity threat detection coverage across the client base. Escalate confirmed incidents per SOC/MDR procedures.
• Network Support: Monitor network performance and security using our RMM and monitoring tools, identify and resolve issues proactively, and support existing network infrastructure (routers, switches, firewalls, VPNs).
• Client Interaction: Maintain strong client relationships through professional, timely support. Understand client needs and flag opportunities for our team to recommend improvements.
• Documentation: Keep client documentation (configurations, procedures, network details) accurate and current in our documentation platform.
• Emergency Support: Participate in an on-call rotation for critical issues, including occasional after-hours or weekend support as needed (on-call and after-hours work is compensated per company policy).

Knowledge, Skills, & Qualifications:

• Experience & Education: Minimum 3 years in IT support. MSP experience strongly preferred. Associate's or Bachelor's degree in IT/Computer Science a plus; certifications such as CompTIA Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator, Microsoft Azure Administrator (AZ-104), or CCNA a plus.
• Technical Expertise: Working knowledge of Windows server environments and virtualization (VMware, Hyper-V).
• Microsoft 365 & Azure: Hands-on administration of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive, admin center), Entra ID (Azure AD) including user/group management, conditional access, and MFA, and Intune/endpoint management for device compliance and policy. Experience installing, deploying, and managing Azure virtual servers and infrastructure.
• Backup & Recovery: Experience with backup and disaster recovery solutions (e.g., Datto, Veeam) - configuring, monitoring, and executing restores.
• Security Products: Daily working knowledge of endpoint protection, EDR (Endpoint Detection & Response), MDR (Managed Detection & Response), and ITDR (Identity Threat Detection & Response) tools and workflows.
• Networking & Security: Solid understanding of networking protocols, firewalls, VPNs, and cybersecurity fundamentals.
• RMM & Ticketing: Daily hands-on use of RMM tools (e.g., NinjaRMM) and ticketing/PSA systems (e.g., Autotask).
• Documentation Tools: Comfortable with structured documentation platforms (e.g., IT Glue).
• Communication: Strong verbal and written communication skills; able to explain technical issues clearly to non-technical clients.

Work Environment

This role requires the ability to work both onsite and remotely, depending on client needs. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance plans
• Retirement savings plan with employer matching
• Generous paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Flexible working hours and remote work options
• Supportive and collaborative work environment

Company Overview

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem‑solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.