Information Technology Specialist

We are looking for an experienced Level 2 Helpdesk Technician to join our Managed Servicesteam. In this role, you will be the second line of defense for our clients. You will handle inboundsupport calls, manage a ticket queue, and tackle escalated technical issues that require deeperinvestigation. You aren't just reading from a script; you are diagnosing complex network, server,and workstation issues while maintaining a calm, reassuring, and professional demeanor withour clients.Key Responsibilities● Active Support & Call Handling: Act as the primary point of contact for escalatedinbound client calls, quickly assessing their needs and providing immediate remotesupport.● Ticket Management: Manage, prioritize, and resolve Level 2 tickets within our PSA(Professional Services Automation) tool, ensuring we meet our Service LevelAgreements (SLAs).● Advanced Troubleshooting: Diagnose and resolve complex issues involvingWindows/macOS endpoints, network infrastructure (switches, firewalls, Wi-Fi), cloudenvironments, and server operating systems.● Client Communication: Break down complex technical issues into friendly,easy-to-understand language for clients while keeping them updated on their ticketstatus.● Documentation: Maintain precise, detailed notes in our documentation system (e.g.,ITGlue) so the rest of the team can easily follow your work.● Mentorship: Assist and guide Level 1 technicians with their tickets, helping them growtheir technical skills.Technical Requirements● Operating Systems: Deep understanding of Windows 10/11, Windows Server(2016-2022), and macOS.● Cloud & Identity Management: Administering Microsoft 365 (Exchange, SharePoint,Teams), Azure AD / Entra ID, and traditional Active Directory (Group Policy, DNS,DHCP).● Networking: Strong understanding of TCP/IP, DNS, DHCP, VLANs, and VPNs.Experience configuring and troubleshooting firewalls (e.g., SonicWall, Fortinet, Sophos)and managed switches.● MSP Tools: Prior experience working within an MSP environment using RMM (RemoteMonitoring & Management) and PSA tools (e.g., ConnectWise, Autotask, Kaseya,NinjaOne).● Backup & Disaster Recovery: Experience managing and troubleshooting backupsolutions (e.g., Veeam, Datto, Acronis).Soft Skills & Qualifications● The "MSP Mindset": Minimum of 2–3 years of experience working specifically in anMSP environment. You understand how to track your time in 15-minute increments andrespect SLA deadlines.● Communication: Exceptional verbal and written communication. You can calm down afrustrated client and make them feel heard.● Critical Thinking: A methodical approach to troubleshooting. You don't just fix thesymptom; you find the root cause.● Adaptability: The ability to jump from a printer issue for a law firm to a server outage fora medical practice without missing a beat.