MSP Level 2 Technician

TeamLogic IT, Inc.; Scottsdale (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive health insurance

Retirement savings plan with company match

Paid time off and holidays

Professional development reimbursement

Opportunities for career advancement

Job summary

A dedicated IT services company based in Scottsdale is seeking an experienced Managed IT Services Level 2 Technician to provide exceptional technical support to small to medium-sized businesses. Candidates should have 3-5 years of experience in an IT support role and a strong technical acumen. This position involves troubleshooting, network administration, and client communication. A collaborative team culture with opportunities for growth is emphasized.

Qualifications

• Minimum of 3-5 years in an MSP or similar IT support role.
• Strong knowledge of Windows and Mac operating systems.
• Experience with RMM tools and ticketing systems.

Responsibilities

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

Skills

Technical troubleshooting

Customer service

Network administration

Microsoft Windows Server

Cloud migration

Education

Degree in IT or Computer Science

CompTIA A+

Network+

Microsoft Certified Professional

Tools

Microsoft Office 365

VMware

Hyper-V

NinjaRMM

ServiceNow

Job description

Overview

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.
• Design and architect cloud, networking, and on-premise server infrastructure solutions tailored to client needs.
• Oversee administration of Microsoft Windows Server environments (AD, DNS, DHCP, GPO, file/print services).
• Lead cloud migration initiatives, including planning, implementation, and optimization for performance and cost-efficiency.
• Implement and maintain automation using PowerShell, Intune, GPO, and RMM tools to streamline server and endpoint management.
• 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.
• Architect, deploy, and manage Microsoft Azure-based solutions.
• 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, Ninja, 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.
• 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 Scottsdale, 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.

We’re Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

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.

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