Level 2 IT Technician (Manchester, CT / On-site)
27 days ago
Manchester
Job Description Position Overview: We are a forward-thinking Managed Services Provider (MSP) based in Manchester, CT, serving a diverse portfolio of SMB to enterprise clients. We are seeking a highly skilled and professional Level 2 IT Technician with a minimum of five years of hands-on experience in IT support roles. This full-time, on-site position is ideal for a candidate who thrives in a dynamic, client-facing environment and is passionate about delivering high-quality technical support and solutions. The ideal candidate will demonstrate strong technical proficiency in Microsoft environments, including Microsoft 365 and Azure, Windows-based systems, and core network services. Experience in MSP or multi-client environments is highly desirable. Key Responsibilities: • Respond to and resolve Level 2 support tickets for desktops, laptops, printers, software, and mobile devices., • Troubleshoot and support Windows desktop environments (Windows 10/11) and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)., • Support Windows Server functions, including user/group management, shared drives, and print services., • Troubleshoot Active Directory, Azure AD, and DNS/DHCP-related issues., • Assist with firewall, VPN, and LAN/WAN configuration under senior engineer guidance., • Deploy software updates, patches, and perform routine system and infrastructure maintenance., • Support security tools such as MFA, EDR, and compliance-related tasks., • Participate in provisioning, imaging, and onboarding/offboarding processes., • Maintain documentation, IT asset inventory, and knowledge bases., • Provide professional, courteous support to all end users, including VIP staff., • Escalate unresolved or complex issues to Level 3 engineers with proper documentation., • Collaborate with vendors and external support as needed. Required Qualifications: • 5+ years of experience in a help desk or IT support technician role (Tier 2 or higher)., • Proven experience in an MSP or multi-client environment., • Strong experience with Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)., • Working knowledge of Active Directory, Azure AD, Group Policy, DNS/DHCP., • Familiarity with firewall and VPN tools., • Hands-on experience managing network infrastructure, including Ruckus wireless systems, Fortinet firewalls, SonicWall appliances, and Ubiquiti gateways., • Exposure to virtualization platforms (VMware, Hyper-V)., • Basic scripting or automation using PowerShell or similar tools., • Understanding of TCP/IP, switching, and wireless technologies., • Familiarity with EDR, MFA, and endpoint security tools., • Experience with ITSM platforms (e.g., ServiceNow, ConnectWise, HaloPSA) and RMM tools., • Excellent communication and customer service skills., • Strong documentation and organizational abilities. Preferred Qualifications: • Microsoft certifications such as:, • Microsoft Certified: Azure Administrator Associate, • Microsoft 365 Certified: Modern Desktop Administrator Associate, • CompTIA Security+, CCNA, or equivalent certifications., • Experience with mobile device support (iOS/Android) and MDM tools (Intune)., • Familiarity with AV and conference room technologies (Zoom Rooms, Microsoft Teams Rooms)., • Experience with Layer 2 and Layer 3 network switch programming and configuration., • Experience with VoIP systems (e.g., Asterisk, 3CX, Cisco, RingCentral) and CCTV technologies (e.g., UniFi Protect, Genetec, Avigilon, Axis)., • Ability to follow SOPs and contribute to process improvement.