MSP Level 2 Technician

TeamLogic IT; Greensboro (NC); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Dental insurance

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Job summary

TeamLogic IT is seeking an experienced Managed IT Services (MSP) Level 2 Technician to join our IT team. You will provide advanced technical support and solutions to SMBs, troubleshoot complex IT issues, and ensure high‑quality service.

The role requires strong technical acumen, customer service excellence, and the ability to manage multiple priorities in a dynamic environment. Travel may be required, and after‑hours support is part of the duties.

Qualifications

• 3–5 years in MSP or similar IT support role
• Degree in IT, Computer Science, or related field preferred
• Certifications such as CompTIA A+, Network+, MCITP are highly desirable

Responsibilities

• Provide advanced technical support and resolve escalated tickets
• Manage client networks including routers, switches, firewalls, and wireless access points
• Implement security measures and conduct regular security audits
• Back up client data and develop disaster recovery plans
• Create and maintain documentation of client systems and activities
• Assist in planning and execution of IT projects
• Mentor Level 1 Technicians and provide training
• Available for on-call support after hours and weekends

Skills

Windows/macOS proficiency

Office 365 admin

Active Directory

Networking fundamentals

Security best practices

Troubleshooting & diagnostics

Communication skills

Time management

Education

IT/CS degree preferred

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Job description

Benefits

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

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-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently.

Responsibilities

• 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, Nanja, 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 licence. 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
• 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.

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.