Level II MSP Technician

Job Description

Job DescriptionSummary:
We are seeking a diligent and experienced Level 2 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.

Responsibilities:

Helpdesk Support

• Frontline support taking helpdesk calls and remotely troubleshooting.
• Diagnose and resolve hardware, software, and network problems across diverse environments, both remotely and on-site.
• Configure laptops/desktops, desk phones, create user accounts in Active Directory, Microsoft 365, and Google Workspace for new user onboarding and complete steps needed for offboarding.
• Provide onsite support, as needed, to resolve incidents that cannot be resolved remotely.

Infrastructure & Systems Management

• Deploy, monitor, and maintain server environments, including virtualized systems and cloud-based infrastructure.
• Assist in deploying and diagnosing VPN, basic LAN/WAN infrastructure, firewalls, routers, and switches.
• Troubleshoot and support VoIP systems, including diagnosing call quality issues, resolving connectivity problems, and coordinating with vendors to ensure reliable voice communication services.

Project Execution & Service Delivery

• Support IT project planning and execution, including infrastructure upgrades, system migrations, email migrations, and network deployments.

Team Development & Support

• Provide mentorship and training to entry-level technicians, fostering a collaborative and growth-oriented team environment.
• Participate in after-hours support as needed to maintain service continuity.

Required Qualification and Skills:

• 23 years in MSP or equivalent IT service desk roles.
• Hands-on experience with Windows (10/11) and server OS (Windows Server 20162022), Active Directory, Microsoft 365, Exchange, basic networking, and hardware troubleshooting.
• Advanced knowledge and experience troubleshooting M365 (Outlook, SharePoint, Teams, Exchange, Excel, OneDrive)
• Familiarity with RMM/PSA tools for monitoring and ticket management.
• Experience in client communication and user-facing support.
• Proficiency in OS deployment, patch management, malware removal, and event log analysis.
• Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VLANs, WAN/LAN setup.
• Familiar with virtualization platforms (VMware, Hyper-V) and cloud services (Azure, M365, G Suite).

Preferred Additional Qualifications:

• Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified
• Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
• Advanced VoIP Administration: Experience provisioning VoIP solutions, designing and implementing call flows, managing SIP configurations.
  

Work Environment:
This position primarily involves remote support with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously.

Benefits:

• Competitive salary and performance-based bonuses
• 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

Flexible work from home options available.