Information Technology Specialist

We are looking for an experienced Level 2 Helpdesk Technician to join our Managed Services team. In this role, you will be the second line of defense for our clients. You will handle inbound support calls, manage a ticket queue, and tackle escalated technical issues that require deeper investigation. 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 with our clients.
Key Responsibilities:● Active Support & Call Handling: Act as the primary point of contact for escalated inbound client calls, quickly assessing their needs and providing immediate remote support.● Ticket Management: Manage, prioritize, and resolve Level 2 tickets within our PSA (Professional Services Automation) tool, ensuring we meet our Service Level Agreements (SLAs).● Advanced Troubleshooting: Diagnose and resolve complex issues involving Windows/macOS endpoints, network infrastructure (switches, firewalls, Wi-Fi), cloud environments, 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 ticket status.● 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 grow their 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 (Remote Monitoring & Management) and PSA tools (e.g., ConnectWise, Autotask, Kaseya, NinjaOne).● Backup & Disaster Recovery: Experience managing and troubleshooting backup solutions (e.g., Veeam, Datto, Acronis).
Soft Skills & Qualifications● The "MSP Mindset": Minimum of 2–3 years of experience working specifically in an MSP environment. You understand how to track your time in 15-minute increments and respect SLA deadlines.● Communication: Exceptional verbal and written communication. You can calm down a frustrated client and make them feel heard.● Critical Thinking: A methodical approach to troubleshooting. You don't just fix the symptom; you find the root cause.● Adaptability: The ability to jump from a printer issue for a law firm to a server outage for a medical practice without missing a beat.