IT Technician II (MSP Experience)
About The Position
We are seeking an experienced IT Technician II with a strong background working in a Managed Service Provider (MSP) environment and deep expertise in Office 365. This role is responsible for providing Tier II technical support, managing client environments, resolving escalated issues, and supporting a wide range of infrastructure and cloud technologies across multiple customers. The ideal candidate thrives in a fast-paced, client-facing environment, is highly organized, and enjoys troubleshooting complex technical issues while delivering excellent customer service. This position is a mix of in office work and local travel to client sites 2-3 days per week. #LAT
Requirements
- Experience working in a Managed Service Provider (MSP) environment
- Expertise in Office 365
Responsibilities
- Provide Tier II remote and occasional onsite support for end users across multiple client environments.
- Troubleshoot and resolve escalated hardware, software, network, and cloud issues.
- Diagnose and remediate complex desktop, laptop, mobile device, and peripheral problems.
- Perform root cause analysis and implement preventative solutions.
- Administer Microsoft 365 tenants including Exchange Online, SharePoint, OneDrive, Teams, and Azure AD.
- Manage user accounts, licensing, permissions, and security policies.
- Configure and support email migrations, mailbox troubleshooting, and spam/security solutions.
- Implement and support MFA, Conditional Access, Intune, and endpoint management.
- Maintain and troubleshoot Microsoft Teams and collaboration tools.
- Support Windows Server environments and Active Directory.
- Manage user provisioning, group policies, and access control.
- Support backup solutions, patch management, and endpoint security.
- Assist with infrastructure upgrades, migrations, and onboarding of new clients.
- Troubleshoot basic to intermediate networking issues (DNS, DHCP, VPNs, firewalls).
- Support remote access technologies and connectivity troubleshooting.
- Monitor system health and performance using RMM tools.
- Document tickets, procedures, and resolutions in PSA/RMM tools.
- Create and maintain technical documentation and knowledge base articles.
- Communicate clearly with clients and provide outstanding customer service.
- Collaborate with Tier I and Tier III teams to ensure timely issue resolution.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
