MSP Support Technician II — Grow, Improve, Document

qnectU IT Services Utah; Sandy (UT); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical and dental insurance

Holiday pay

Paid time off

Job summary

qnectU IT Services Utah is seeking a Tier 2 technician to handle escalated tickets, perform scheduled technical work, and communicate with clients while documenting every step.

You will troubleshoot issues, identify root causes, implement solutions, and contribute to internal documentation. Occasional on-site visits and remote work comprise the role, with a focus on improving processes and knowledge sharing.

Qualifications

• At least two years of experience in a technical support role within an MSP environment.
• A+ and Network+ certifications, or equivalent knowledge and experience.
• The ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls.
• Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter.
• A valid driver’s license and a clean driving record for local client-site visits.
• The ability to pass a background check.

Responsibilities

• Handle escalated tickets and scheduled technical work.
• Client communication, documentation, and occasional on-site visits.
• Troubleshoot issues and identify root causes; implement solutions.
• Convert solutions into useful internal documentation.
• Identify potential project work when tickets become too large or complex.
• Follow established service workflows and technical standards.

Skills

Windows troubleshooting

macOS troubleshooting

Microsoft 365

Active Directory

Networking basics

Documentation

Education

A+ and Network+ certifications

Tools

RMM

PSA

Job description

qnectU IT Services Utah is seeking a Tier 2 technician to handle escalated tickets, perform scheduled technical work, and communicate with clients while documenting every step.

You will troubleshoot issues, identify root causes, implement solutions, and contribute to internal documentation. Occasional on-site visits and remote work comprise the role, with a focus on improving processes and knowledge sharing.