MSP Level 2 Technician

TeamLogic IT, Mt Pleasant, SC•North Charleston, SC

54d•Hybrid

About The Position

We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently. We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.

Requirements

Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable.
Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
Strong ability to diagnose and resolve complex technical issues efficiently.
Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.

Nice To Haves

Experience with cloud platforms such as AWS, Azure, or Google Cloud.
Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.).
Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).

Responsibilities

Technical Support and Troubleshooting: Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
Incident Management: Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
Security Management: Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
Backup and Disaster Recovery: Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
Client Communication: Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
Documentation: Create and maintain detailed documentation of client systems, configurations, and support activities.
Project Implementation: Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
Training and Mentoring: Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
Emergency Support: Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss.