Tier 2 MSP Service Desk Technician

Advisory Solutions; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

A leading managed services provider seeks a Tier 2 Service Desk Technician. This fully remote role involves advanced technical support, user management, and collaboration with various teams to ensure high service delivery standards. Ideal candidates are adaptable IT professionals with strong customer service skills and relevant certifications. Join a company committed to excellence and enjoy competitive compensation and benefits.

Benefits

Full medical, dental, and vision coverage

Life insurance

401(k) with employer match

Paid certifications

Generous vacation time

Qualifications

• Previous MSP experience is highly desirable.
• Must have outstanding written and verbal communication skills.
• Must be able to work in a fast-paced environment.

Responsibilities

• Provide advanced technical support and troubleshoot complex issues.
• Manage user onboarding and offboarding tasks.
• Collaborate with Service Desk peers for escalated issues.

Skills

Customer Service

Communication

Problem Solving

Multitasking

Adaptability

Education

CompTIA A+

CompTIA Network+

ITIL Foundation

Tools

Okta

Jamf

Google Workspace

Job description

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Employment Type: Full-time, Fully Remote (Hours: Monday through Friday, 9 AM – 6 PM EST)

Salary Range: $65,000 – $75,000 per year plus benefits (based on experience)

We’re looking for a Tier 2 Service Desk Technician to join us in a fully remote capacity. If you’re a dynamic, self-motivated IT professional with a passion for Macs, Windows, SaaS platforms, and innovative problem-solving, let’s talk!

Position Summary

The Tier 2 Technician is a seasoned IT professional who provides advanced technical support and plays a key role in ensuring efficient service delivery. This position is responsible for handling complex issues, overseeing user onboarding and offboarding, managing access requests, and performing in-depth hardware and software troubleshooting.

Working closely with clients, internal teams, and the Service Desk leadership, the Tier 2 Technician helps uphold service level agreements (SLAs) while maintaining high standards of documentation, accuracy, and professionalism.

Responsibilities (including but not limited to)

• Work in IAM platforms (e.g. Okta) to perform account management, single sign-on (SSO), MFA, and other security measures
• Troubleshoot both macOS and Windows operating systems within a business environment and execute proper MDM enrollment
• Ensure accurate and efficient software provisioning, deprovisioning, and user access based on complex departmental requirements (RBAC)
• Manage user administration tasks, including the creation, removal, and modification of accounts across multiple platforms
• Help build automation to reduce manual tasks
• Ensure documentation, RBAC documents, and App lists are kept up to date
• Resolve more complex / escalated customer issues
• Ensure all tickets are accurately updated with detailed notes and tickets are closed within the required SLAs
• Collaborate with Service Desk peers to escalate the most complex issues requiring specialized attention and coordinate with engineering or service desk subject matter experts (SME) as necessary
• Proactively engage in professional development and acquire advanced certifications relevant to the role

Qualifications

• Previous MSP experience is highly desirable
• Must deeply care about the customer’s experience / providing great customer service
• Must have outstanding written and verbal communication skills
• Must be a quick learner and adaptable to constantly changing policies and procedures for many different companies
• Must be able to multitask and switch between different contexts and IT environments
• Must be able to work in a fast-paced environment with both speed and accuracy
• Must be able to take direction, adhere to documentation, learn our procedures and processes, but also bring constructive feedback for continuous improvement
• Must be an independent thinker and question anything that you feel isn’t correct or could be done better

Preferred Certifications

Candidates with any of the following certifications will be considered favorably. These demonstrate a strong foundation in IT, service delivery, and relevant platforms, but are not mandatory:

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Okta Professional Training
• Jamf 100
• Apple Device Support Training
• Getting Started with Google Workspace
• Google IT Support Professional Certificate

About Us

Founded in 2016, Advisory Solutions is an award-winning managed services provider (MSP) that helps companies develop, implement, and maintain a secure and scalable IT strategy.

Our mission is simple: Deliver more value than an internal IT department. As an IT consulting company that prides itself on versatility, we are tasked with designing IT strategies for various companies and across several diverse industries. While there is no uniform approach to scaling and ensuring maximum reliability, we focus on three pillars: endpoint protection, identity management, and network security. Each of these is incredibly important in its own right, but when properly designed, they inform one another as the basis of a foundational IT strategy.

We are driven by a commitment to excellence, investing in tools like Jamf, Intune, Okta, Google Workspace, and Microsoft 365 to streamline and elevate our services. From zero-touch deployments to cutting-edge SSO solutions, we help our clients navigate and optimize their IT landscapes.

Why Join Us?

• Compensation: Salary Range of $65,000 – $75,000
• Benefits: Full medical, dental, and vision coverage, life insurance, and, after one year of employment, 401(k) with employer match plus profit sharing.
• Development: Access to paid certifications (Jamf, Okta, Google, and more).
• Work-Life Balance: Generous vacation time and hybrid flexibility.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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