Tier 2 MSP Help Desk Technician

*Overview *Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.A Tier 2 MSP Technician provides basic and advanced technical support to managed service clients. This role bridges the gap between Tier 1 helpdesk support and senior engineers, handling both basic incoming and escalated tickets, more complex troubleshooting, and proactive systems maintenance. The technician is expected to demonstrate strong technical knowledge, independence, and client communication skills while contributing to service delivery, documentation, and project work.*Key Responsibilities *Technical Support & Troubleshooting* Respond to and resolve assigned helpdesk tickets* Troubleshoot workstation, server, and network issues including Windows desktop/server environments, Office 365, Active Directory, and cloud applications.* Support backup systems, patch management, and antivirus/EDR platforms.* Handle line-of-business applications and vendor escalations when needed.* Manage remote support sessions and on-site visits for clients.* 50% travel / 50% in office. Company vehicle for onsite visits.*Systems Administration & Maintenance ** Perform user account management (AD, Azure AD, Microsoft 365, etc.).* Assist in server/workstation monitoring, updates, and performance checks.* Support firewall, VPN, and network device troubleshooting.* Deploy and maintain RMM agents, policies, and scripts.* Ensure backups are running successfully and troubleshoot failures.* Image and deploy workstations to client environments*Escalation & Collaboration ** Act as point of escalation for lower tier technicians.* Collaborate with senior engineers on complex infrastructure issues or project deployments.* Document troubleshooting steps, root cause, and resolution in IT Glue* Provide feedback to team to improve first-call resolution.*Client Communication & Service Delivery ** Communicate with clients in a professional, empathetic, and timely manner.* Provide status updates on open tickets and projects.* Participate in client-facing initiatives such as onboarding, infrastructure deployments, and proactive check-ins.* Escalate risks and recurring issues to service manager, project manager or senior engineer.*Documentation & Process Adherence ** Maintain accurate documentation of client environments in IT Glue.* Follow SOPs and SLAs for response and resolution times.* Contribute to knowledge base articles for recurring issues.*Skills & Qualifications ** Technical Skills:* Windows desktop/server OS, Office 365, Active Directory, Group Policy, Duo* Networking fundamentals (DNS, DHCP, firewalls, VPN, cable termination)* Backup, RMM, PSA tools (e.g., ConnectWise PSA, Datto backup stack, Datto RMM,)* Endpoint security and compliance best practices* Professional Skills:* Strong problem-solving and analytical ability* Excellent written and verbal communication* Ability to work independently and in a team setting* Customer-first mindset with patience and empathy* Experience:* 2-4 years in IT support, preferably in an MSP environment* Industry certifications (CompTIA A+/N+/S+, MCSA, Azure, Microsoft 365 Fundamentals, etc.) are a plus*Performance Expectations ** Meet or exceed ticket response and resolution SLA metrics.* Achieve high client satisfaction scores (CSAT).* Proactively identify and escalate risks in client environments.* Contribute to process improvements and knowledge sharing.Job Type: Full-timePay: $50,000.00 - $70,000.00 per yearBenefits:* 401(k)* 401(k) matching* Health insurance* Paid time off* Professional development assistanceExperience:* Managed IT Services Provider: 1 year (Required)Ability to Commute:* Manchester, CT 06042 (Required)Work Location: In person

Created: 2025-11-02