Level 2 IT Support Technician | MSP

About the Role

We are seeking a full-time Level 2 IT Support Technician to provide remote technical support across multiple client environments.

This role requires strong troubleshooting skills, experience managing support tickets independently, and the ability to communicate clearly with customers over the phone, including frustrated or non-technical users.

Responsibilities

• Provide Level 2 remote technical support to business clients.
• Troubleshoot Windows, Microsoft 365, user access, hardware, software, and connectivity issues.
• Manage assigned support tickets from initial review through resolution.
• Support and troubleshoot Active Directory and Microsoft Entra ID environments.
• Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and internet connectivity.
• Use Datto RMM or similar remote monitoring and management tools.
• Provide remote desktop support and resolve workstation, printer, and peripheral issues.
• Document troubleshooting steps and resolutions accurately.
• Escalate advanced server, network, or infrastructure issues when necessary.
• Communicate professionally and patiently with customers by phone and remote support channels.
• Work across multiple client environments and prioritize tickets based on urgency.

Requirements

• Previous experience as a Level 2 IT Support Technician, Help Desk Technician, Desktop Support Technician, or similar role.
• MSP experience strongly preferred.
• Strong experience supporting Windows 10/11 and Microsoft 365.
• Experience with Active Directory and/or Microsoft Entra ID.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general network troubleshooting.
• Experience with Datto RMM or another RMM platform.
• Experience using a ticketing or PSA system.
• Strong remote troubleshooting and problem-solving skills.
• Strong spoken and written English.
• Comfortable providing technical support over the phone.
• Ability to remain professional and effectively de-escalate frustrated customers.
• Ability to work independently and manage multiple tickets and client environments.