MSP Level 2 Technician

TeamLogic IT, Inc.; United States; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

Professional development

Opportunities for career advancement

Job summary

A managed IT services provider is seeking an experienced Level 2 Technician to provide exceptional technical support to SMB clients. Responsibilities include troubleshooting, network management, and client communication. Ideal candidates should have strong technical skills, relevant certifications, and the ability to work both onsite and remotely. This role offers competitive salary, career advancement opportunities, and a collaborative work environment.

Qualifications

• 1-2 years in an MSP or similar IT support role; 3-5 years preferred.
• Strong knowledge of Windows and Mac operating systems.
• In-depth understanding of networking protocols and technologies.

Responsibilities

• Provide advanced technical support to clients.
• Respond to and resolve escalated support tickets promptly.
• Manage and maintain client networks and security solutions.
• Implement disaster recovery plans and maintain documentation.
• Assist in the planning and execution of IT projects.

Skills

Customer service

Troubleshooting

Technical support

Analytical thinking

Time management

Education

Degree in IT, Computer Science, or related field

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

Tools

NinjaRMM

ServiceNow

Autotask PSA

VMware

Hyper-V

Job description

Benefits:

• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

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 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 1–2 years (3–5 years preferred) 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, Ninja, Auvik).
• 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
• 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.

Flexible work from home options available.