MSP Level 2 Technician

TeamLogic IT, Mt. Vernon, VA; City of Mount Vernon (NY); Hybrid; USD 55,000 - 81,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Retirement Plan with Company Match

Paid Time Off

Job summary

TeamLogic IT is seeking an experienced MSP Level 2 Technician to join our IT team, delivering advanced technical support for SMB clients. You will troubleshoot and resolve complex issues, manage networks, and support security and backup solutions with a focus on high‑quality service and customer satisfaction.

The role requires 3–5 years in MSP or similar settings, familiarity with RMM and ticketing tools, and strong Windows/macOS expertise.

Qualifications

• Minimum of 3–5 years in an MSP or similar IT support role.
• Degree in IT/CS or related field preferred.
• Certifications such as CompTIA A+, Network+ or Microsoft Certified Professional are desirable.
• Strong knowledge of Windows and Mac operating systems, Office 365, Active Directory, and virtualization (VMware/Hyper‑V).

Responsibilities

• Provide advanced technical support; install, configure, and maintain hardware and software.
• Respond to escalated tickets promptly to minimize client downtime.
• Manage and maintain client networks including routers, switches, firewalls, and wireless access points.
• Implement and manage security solutions; conduct regular security audits and address vulnerabilities.
• Ensure client data backups and develop disaster recovery plans.
• Maintain clear client communication and provide updates to ensure satisfaction.
• Create and maintain detailed documentation of client systems and configurations.
• Assist in IT project planning and execution within time and budget.
• Provide guidance and training to Level 1 Technicians.
• Provide on‑call support for after‑hours and weekend emergencies.
• Work onsite and remotely as needed; occasional travel may be required.

Skills

Windows/macOS

Office 365

Active Directory

Virtualization

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Networking basics

Cybersecurity basics

Communication

Multitasking

Education

Degree in IT/CS or related

CompTIA A+

CompTIA Network+

Microsoft Certified Professional

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

SolarWinds

Auvik

PowerShell

Bash

Hudu

Ninja Documentation

IT Glue

SharePoint

Job description

Job Summary

We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium‑size businesses. The ideal candidate will have strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently.

Responsibilities

• Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
• Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
• Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
• Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
• Ensure client data is backed up regularly and develop disaster recovery plans.
• Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
• Create and maintain detailed documentation of client systems, configurations, and support activities.
• Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
• Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
• Provide on‑call support for critical issues, including after‑hours and weekend support as needed.

Qualifications

• 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.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper‑V.
• Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• In‑depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi‑Fi technologies.
• Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills with a customer‑focused approach.
• Ability to manage multiple priorities in a fast‑paced environment while working both independently and as part of a team.
• Valid driver’s license and clean driving record.

Preferred Additional Qualifications

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Familiarity with scripting and automation tools (e.g., PowerShell, Bash).
• Knowledge of network and system monitoring tools (e.g., SolarWinds, Auvik).
• Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).

Work Environment

• Work both onsite and remotely depending on client needs; occasional travel expected.
• Fast‑paced and dynamic environment focused on delivering high‑quality IT support to SMB clients.
• Collaborative and supportive team culture.
• Flexible hours, including evenings and weekends, may be required for emergencies or project deadlines.
• 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 work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll benefit from collaboration and support across a vast network of technicians throughout North America.

Compensation

$55,000.00 – $81,000.00 per year