MSP On-site & Remote Help Desk Technician/Support - Busy MSP - (Level 2)

Please review the job description below and to be considered for this position, please fill out our full application here: https://forms.microsoft.com/r/WePP5y60nR

WHAT THIS JOB ACTUALLY IS

On any given day, tickets range from "my Outlook isn't working" to "we need a new employee set up" to "our server is down!", sometimes all three before lunch. You'll work in the full ticket queue alongside the team, breeze through the easy stuff, own the complex stuff, and have a real impact on how we operate. If you want to be just a cog, this isn't it.

We're a growing team of 5. Our clients are small and mid-size businesses. Most of them have zero IT background and are not technical people. They just need their stuff to work so they can run their business. Your job is to fix it, explain it in plain English, and make them feel like they're in good hands. No condescension. No tech ego. Just competent, respectful help.

No two days are the same here. You'll work across a wide variety of client environments and technologies, which keeps it interesting and keeps you sharp and engaged.

WHAT YOU'LL BE DOING

• Working the full ticket queue alongside the team - L1 through L2, whatever needs to get done
• Owning the complex escalations that need a deeper understanding and troubleshooting, you're one of the last stops before it goes to the technical owner
• Troubleshooting and resolving complex hardware, software, server, and network issues
• Setting up, configuring, and maintaining servers, workstations, firewalls, switches, and wireless infrastructure
• Managing Microsoft 365 environments - user admin, Azure AD, licensing, security policies
• Network administration: VLANs, DHCP, DNS, VPN, firewall rules, wireless
• Remote and on-site client support (you'll need reliable transportation)
• Keeping client documentation accurate and up to date
• Communicating clearly with clients throughout - no disappearing acts

WHAT WE'RE LOOKING FOR

* 2+ years in a Ti