Managed Services (MSP) Support Technician II

Microsel Of Colorado•Centennial, CO

2d•Onsite

About The Position

TrinWare’s Managed Services Support Technician II provides frontline technical support for a variety of clients in the Denver Metro Area and beyond. This full-time, onsite role is based at the company’s headquarters in Centennial, Colorado, and reports to the Director of Technology. The position supports multiple client environments by resolving end-user and infrastructure issues, performing onsite service visits, managing service tickets, and following established processes, escalation paths, and service standards. The role operates 40 hours per week, Monday through Friday, within a schedule stated as between 7:00 AM and 6:00 PM; the work-environment section lists a standard schedule of 7:30 AM to 6:00 PM. Occasional off-hours or weekend work may be required. Work includes service desk tickets and project assistance on Mondays and Fridays, as well as work across multiple client locations. The position requires independent troubleshooting across user, device, and network layers, clear and complete ticket documentation, professional client communication, punctuality, and appropriate escalation. Candidates must be comfortable working independently in client environments and traveling locally as needed. The work is onsite only, with no remote or hybrid options.

Requirements

At least 3 years of IT support experience; managed services provider (MSP) experience is preferred.
Strong troubleshooting experience with Windows 10/11 and Windows Server environments.
Hands-on experience with Microsoft 365, including Exchange Online, Entra ID, Teams, and SharePoint basics.
Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing.
Experience working with business-grade firewalls such as Fortinet, SonicWall, Cisco, or similar.
Ability to perform basic firewall tasks, including policy and rule updates, VPN user troubleshooting, and reviewing logs for connectivity issues.
Familiarity with switches and wireless infrastructure in a business environment.
Experience supporting endpoint protection platforms (EDR/XDR).
Familiarity with patching, system updates, and endpoint lifecycle management.
Understanding of MFA, identity security, and access controls.
Ability to troubleshoot across user, device, and network layers without defaulting to escalation.
Ability to work independently in client environments and follow defined escalation paths.
Ability to connect a laptop, identify a network issue, and resolve it without relying on trial and error.
Ability to pass a drug and/or alcohol screen and a background check.
Valid and clean Colorado driver’s license, with ability and willingness to travel locally as needed.
Strong interpersonal and communication skills, including ability to explain technical issues clearly.
Professional appearance, positive attitude, high attention to detail, reliability, punctuality, and accountability.
Ability to stay organized and manage time during high volume.
Respect for chain of command and operational structure.

Nice To Haves

Experience in a managed services provider (MSP) environment.
Experience working within an RMM and PSA platform.
Ability to manage, update, and close tickets with clear documentation.
Exposure to remote monitoring, alerting, and automation tools.

Responsibilities

Resolve end-user and infrastructure issues across multiple client environments.
Execute onsite service visits efficiently and professionally.
Manage and close tickets daily while maintaining quality standards.
Document all work clearly and completely in the ticketing system.
Communicate with clients in plain, professional language.
Follow established processes, escalation paths, and service standards.
Coordinate with the service desk and leadership when needed.
Maintain awareness of the schedule and arrive on time to appointments.
Handle multiple tickets per day without loss of quality.
Manage time across multiple client locations and communicate early when blocked, delayed, or behind schedule.
Escalate appropriately and avoid operating outside defined processes.
Support service desk tickets and project assistance on Mondays and Fridays.
Contribute improvement ideas to a supervisor for leadership evaluation.