MSP Level II Technician and Sales Support
About The Position
The Level 2 Managed IT Services Technician supports small-to-mid-size business clients by troubleshooting complex IT issues, maintaining secure and reliable systems, and providing excellent customer service. The role also includes sales-related responsibilities and emphasizes in-person collaboration, with regular physical presence in the office. Work may include occasional client site visits, approved remote work based on business needs, and occasional after-hours support. The position involves advanced IT support across hardware, software, networks, and cloud systems; escalated ticket resolution; network support; maintaining backups, security tools, and disaster recovery readiness; client communication and documentation; assistance with IT projects; and mentoring junior technicians. Administrative and collaborative work includes receiving shipments, answering phones, welcoming visitors and customers, IT documentation, solution engineering, in-office communication, and some project management. Physical tasks include bending, stooping, light wire pulling, splicing, equipment installation, squatting, and regularly lifting and carrying loads up to 50 pounds. The company describes a dynamic, supportive environment with diverse and challenging projects, opportunities to develop technical skills, and collaboration with a network of technicians across North America.
Requirements
- 2–5+ years of MSP or IT support experience.
- Strong knowledge of Windows and Mac, Microsoft 365, and Active Directory.
- Networking fundamentals, including DNS, DHCP, VLANs, VPNs, and Wi-Fi.
- Experience with RMM and ticketing tools such as NinjaOne, Autotask, ServiceNow, or Zendesk.
- Solid troubleshooting, communication, and time-management skills.
- Ability to perform physical tasks including bending, stooping, light wire pulling, splicing, equipment installation, and squatting.
- Ability to regularly lift and carry loads of up to 50 pounds.
Nice To Haves
- IT certifications such as CompTIA or Microsoft certifications.
- Experience with cloud platforms such as Azure, AWS, or Google Cloud.
- Scripting or automation experience with PowerShell or Bash.
- Experience with documentation and monitoring tools such as IT Glue, Hudu, or Auvik.
- Previous MSP experience.
Responsibilities
- Provide advanced IT support for hardware, software, networks, and cloud systems.
- Manage escalated tickets and resolve issues quickly.
- Support networks, including firewalls, switches, Wi-Fi, and VPNs.
- Maintain backups, security tools, and disaster recovery readiness.
- Communicate clearly with clients and document work performed.
- Assist with IT projects and mentor junior technicians.
- Participate in occasional on-call support for urgent issues.
- Carry out sales-related responsibilities.
- Receive shipments, answer phones, and welcome visitors and customers in person.
- Contribute to IT documentation, solution engineering, collaboration, and some project management.
- Remain responsive and available for in-office communication.
Benefits
- Opportunity for advancement and career growth opportunities.
- Training and development.
- Wellness resources.
- Competitive pay, performance bonuses, and commission.
- Health, dental, and vision reimbursement.
- PTO and holidays.
- Certification and professional development support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
