Job TitleManaged Service Provider (MSP) Level 2 Support TechnicianJob Location Employment TypeAlbertson, NY Full-TimePosition ObjectiveYou will be working in our helpdesk team to support all our clients who entrust their IT to us, keeping their systems running, safe, and up to date. In this position, you are assisting L1 techs with complex issues they have escalated to you. You will troubleshoot these issues, gathering the necessary information to resolve and/or escalate the issue accordingly. You must have a passion and desire to help people and be respectful to end-users who are turning to us for help. This position requires an attention to detail in all your work, including when recording your notes and time, or updating our documentation. A positive attitude, a desire to improve, and being a genuine team player are fundamental to your success in this role. You will also be participating in onboarding or other special projects from time to time. You are our second level of support, working alongside your team, and directly with client end-users to resolve issues and deliver solutions. On a daily basis, you will be exposed to desktop, server, network, mobile, and security technologies across our customer infrastructure environments.Key Responsibilities· Via supplied tools, troubleshoot and determine the issues and resolve in a timely fashion· Perform deep troubleshooting and analysis of complex issues before escalating to level 3 technical team· Collaborate with all team members, service coordinators, and service managers to assist clients with their requests/issues· Manage and complete requests assigned to you via our ticketing system / PSA· Configure, repair, and deploy IT equipment as needed: servers, network equipment (Meraki), desktops, laptops, etc.· Document all processes and update existing documentation· Provide support for the following key areas: servers, mailflow, security, software, networking, complex desktop issues· Support Microsoft related products: Active Directory (Group Policy, AAD Connect, DFS), Azure AD, Exchange Online, Office 365, Teams, SharePoint Online, OneDrive, MS Office, etc.· Support remote access solutions: Client VPN, RDS, NPS/RADIUS, Site-to-Site VPN· Assist with various projects from time to time: email migrations, server deployments, MFA rollout, etc.· Periodically review client configurations and raise tickets for misconfigurations· Assist team members in delivering proactive maintenance to client systems on a regular basisDesired Qualifications and Experience· 5 years relevant work experience or greater· Excellent technical troubleshooting skills· Excellent customer service skills· Excellent written and verbal communication skills· Experience with RMM tools· Understanding of email migration projects for Day 1 support· Ability to implement and troubleshoot modern security: MFA, Conditional Access, Email Security, Least Privilege· Deep knowledge of TCP/IP networking and DNS· Deep knowledge of Active Directory and Azure AD· Deep knowledge of SMB/Windows file shares & permissions· Experience with 365 Administration and Net New Tenant setup with the full suite of Microsoft solutions· Demonstrated ability to function effectively both independently and within a team as a team player· Ability to exercise sound judgement, good listening skills, and strong problem-solving techniques· Skilled at paying attention to small details· Effective written and verbal communication skills to communicate with colleagues, clients, and vendors· Ability to deliver highly technical information to less technically savvy individuals· Excellent time management skillsPreferences and plusses· Bachelor's degree or greater· Three or more years of experience working in a managed service provider environment is a huge plus· Experience with PSA or similar ticket/time tracking tools· Experience with Linux deployment and usage a plus· CompTIA Network+ and Security+ certification is preferred· MS-100 Certification or better preferred· Experience deploying servers is a plus· Experience with VMware is plus· Experience with VoIP system configuration and deploymentKey Characteristics for Success in this Position· Empathy and a sincere desire to help end-users with technical problems· Self confidence in your abilities, and personal confidence to ask for help (escalate) when necessary· Attention to detail during problem solving and entry of the description of the work you completed in our time accounting system· A positive attitude and a willingness to have fun at work· Self-motivated - able to work through a problem for the satisfaction of solving it· Punctuality· A desire to learn and improve and a willingness to take on new tasks or endeavors· Willingness to engage in training for career improvement and advancement· A genuine curiosity of how thing work· An “I've got your back” attitude and approach when helping team members and clients· An ability to thrive within an environment that supports “thinking outside the box” and going beyond standardized processes, with personal initiative· A “get the job done” attitude, with a critical thinking approach to bringing needed changes back to the entire team, when it is neededCompensation and Benefits· Salary range $65k - $85K (depending on experience)· Benefits Available: Healthcare and Retirement, Paid Vacation, and more· Flexible Schedule
