MSP Level 2 Technician

Ram Jack; Manchester (NH); On-site; USD 60,000 - 80,000; Full time

Job summary

Ram Jack is seeking an experienced MSP Level 2 Technician to deliver exceptional support for small to medium-sized businesses. This integral role involves advanced troubleshooting, network management, client communications, and ensuring the security and integrity of client systems. Ideal candidates will have strong technical skills, experience with various IT systems, and a passion for providing excellent customer service.

Benefits

401(k)

401(k) matching

Paid time off

Opportunity for advancement

Competitive salary

Qualifications

• Minimum of 3-5 years in an MSP or similar IT support role.
• Strong knowledge of Windows, Mac, Microsoft Office 365, virtualization technologies.
• Excellent communication skills with a focus on client relationships.

Responsibilities

• Provide advanced technical support including installing, configuring, maintaining IT infrastructure.
• Respond to escalated support tickets ensuring minimal downtime.
• Manage client networks including routers, switches, and firewalls.

Skills

Technical Support

Troubleshooting

Customer Service

Network Administration

Incident Management

Education

Degree in IT, Computer Science, or related field

Relevant certifications (CompTIA A+, Network+, Microsoft Certified Professional)

Tools

RMM tools (NinjaRMM)

Ticketing systems (Autotask PSA, ServiceNow, Zendesk)

Job description

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Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Opportunity for advancement
• Paid time off
  
  
  

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 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
• 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Civil Engineering

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