MSP Level 2 Technician

TeamLogic IT, Inc.; Burlington (NC); On-site; USD 45,000 - 54,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Comprehensive health, dental, and vision insurance

Professional development reimbursement

Paid time off and holidays

Job summary

A dynamic IT service provider in Burlington is looking for an experienced IT Support Technician. Responsibilities include providing advanced technical support, managing client networks, and responding to emergencies. Candidates should have 3-5 years of experience in IT support, a degree in IT or Computer Science, and strong technical skills. The role offers opportunities for professional growth with flexible working conditions, competitive compensation, and comprehensive benefits including health and retirement plans.

Qualifications

• 3-5 years experience in an MSP or IT support role.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional preferred.
• Strong knowledge of cloud platforms like AWS or Azure.

Responsibilities

• Provide advanced technical support to clients.
• Respond to and resolve escalated support tickets.
• Manage and maintain client networks.

Skills

Windows operating systems

Mac operating systems

Microsoft Office 365

Active Directory

Networking protocols

Problem-solving

Customer service

Time management

Education

Degree in IT or Computer Science

Tools

VMware

Hyper-V

NinjaRMM

ServiceNow

Zendesk

Job description

Overview

Full Time • TeamLogic IT - Burlington/Greensboro

Compensation: $45,000.00 - $54,000.00 per year

Responsibilities

• Donation matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance
• Wellness resources
• Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
• Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
• Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
• Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
• Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
• Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
• Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities.
• Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
• Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
• Emergency Support: Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss.

Knowledge, Skills, & Qualifications

• Experience & Education: Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable.
• Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
• Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• Networking Expertise: In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
• Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
• Problem-Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently.
• Communication & Customer Service: Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
• Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.

Preferred Additional Qualifications

• Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
• Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanj a, Auvik, etc.).
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).

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.
• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement

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.

It is an independently owned and operated franchise.

Do you have a valid driver’s license and a clean driving record?