Hybrid Level 2 Help Desk Support Technician (MSP)

About Us

We are a dynamic and growing Managed Services Provider (MSP) that delivers top-tier IT solutions to businesses of all sizes. Our Help Desk team supports a wide range of technologies, including laptops and desktops, servers, cloud services, security platforms, network infrastructure, and industry-specific software and hardware. We are seeking a skilled Level 2 Help Desk Support Technician to join our team and provide expert assistance to our clients.

Role Overview

As a Level 2 IT Support Technician, you will handle L1 and L2 support requests, assist with cloud and security solutions, and assist with more complex IT issues. As you learn our client infrastructure, you will work with technologies like cloud-based productivity suites (O365, Google Workspace), endpoint security platforms, remote monitoring tools, firewalls, VOIP, virtualization environments, and more. This is a fully remote position with no onsite or hardware responsibilities.

Responsibilities

• Handle L1 and L2 support tickets and provide expert-level troubleshooting.
• Troubleshoot and maintain Windows 10/11 laptops and desktops.
• Administer and support cloud-based email and collaboration platforms.
• Provide firewall, VPN, and network support across multiple brands.
• Work with remote monitoring and management tools to ensure device health and compliance.
• Assist clients with communication platforms and mobile device issues.
• Support industry-specific software and hardware, including those for medical, accounting, business management, and more.

What You Need to Succeed

• 3+ years in an MSP IT support role.
• Strong experience with Windows 10/11, Windows Servers, domain management, networking, and end user hardware such as VOIP, printers, scanners, and more.
• Ability to work independently and troubleshoot issues efficiently.
• Excellent communication skills with a customer-first approach.
• Experience with ticketing systems and structured workflows is a must.

Other preferred experience and capabilities

• Autotask PSA, Datto RMM, IT Glue, Kaseya VSA experience.
• Active Directory, Veeam, VLANS, Hyper-V, VMWare experience.
• IT Professional Certifications.
• Meraki and/or SonicWall VPN troubleshooting.
• Azure and SharePoint experience
• DUO and/or O365 user configuration with 2FA.

What We Offer

• Competitive salary based on experience.
• Fully remote work environment.
• Opportunities for professional development and certifications.
• A supportive team that values innovation and growth.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person