MSP Tier 2 IT Support Technician -Not Remote

teamlogic-it-careers

Durham (NC)

Hybrid

USD 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Job summary

TeamLogic IT is seeking an experienced MSP Level 2 Technician to join our IT team. The role focuses on delivering advanced technical support to SMBs, troubleshooting complex issues, and ensuring client satisfaction.

The ideal candidate brings 3–5 years in MSP, strong Windows/Mac skills, O365, AD, virtualization, and experience with RMM and ticketing systems. Onsite and remote work may be required with some travel.

Qualifications

3–5 years in MSP or equivalent IT support role.
Degree in IT/CS preferred; relevant certifications highly desirable.
Strong Windows/Mac, Office 365, Active Directory, and virtualization basics.
Experience with RMM and ticketing systems.
Excellent communication and customer-service skills.

Responsibilities

Provide advanced technical support and issue resolution.
Respond to incidents and manage escalations promptly.
Maintain client networks and security measures.
Perform backups, DR planning, and documentation.
Mentor Level 1 technicians and contribute to project work.
Communicate with clients to ensure satisfaction.

Skills

MSP experience

Customer service

Communication

Time management

Team collaboration

Education

IT degree preferred

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

VMware

Hyper-V

Ninja Documentation

Job description

Benefits:

Free uniforms
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
401(k)
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Dental insurance

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.

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.

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.