Technical Support Technician (Tier 2)-Managed Services Provider (MSP)
hace 14 días
Brentwood
Job Description A growing managed services technical company is seeking a Tier 2 Tech Support Technician to support multiple business clients in a fast-paced, service-focused environment. This role is client-facing and ticket-driven, with opportunities to build skills in Microsoft cloud, networking, and security while working alongside Tier 3 technicians and engineers. This role focuses on escalations from Tier 1, end-to- end ticket ownership, and proactive problem resolution while providing an excellent customer experience. Primary Responsibilities • Handle Tier 2 service requests and escalations, owning tickets from intake through resolution within SLA targets., • Troubleshoot and resolve advanced Windows workstation and server issues such as performance, login/profile, patching, print, application, and connectivity., • Diagnose network issues across IPv4/IPv6, VLANs, DHCP/DNS, routing, switching, and Wi‐Fi; coordinate with vendors/ISPs as needed., • Administer Microsoft 365 and identity services (Exchange Online, Teams, SharePoint/OneDrive, Azure/Entra ID) including user lifecycle, licensing, and access control., • Support virtualization and infrastructure platforms (VMware and/or Microsoft Hyper‐V), backups, and business continuity solutions., • Perform basic firewall and security administration (rules/NAT, VPNs, content filtering), investigate security alerts, and apply remediation steps., • Provide remote assistance and, when required, onsite support at customer locations; document work performed and outcomes clearly., • Create and improve knowledge base articles, standard operating procedures, and repeatable troubleshooting checklists., • Identify recurring issues, perform root-cause analysis, and recommend long-term fixes or projects; escalate to Tier 3/Engineering when appropriate., • Maintain strong communication with customers and internal teams, providing status updates and setting clear expectations. Required Experience / Education • 3+ years of hands-on IT support experience (MSP experience preferred)., • Strong troubleshooting methodology and technical aptitude; ability to resolve complex issues with minimal supervision., • Advanced knowledge of Microsoft Windows desktop administration and common line-of- business application support., • Working knowledge of Windows Server fundamentals (Active Directory, Group Policy, DNS/DHCP, file/print services)., • Solid networking fundamentals (IPv4/IPv6, subnetting, routing vs. switching, VLAN basics)., • Excellent customer service skills, professional phone etiquette, and strong written communication for ticket notes., • Ability and desire to learn rapidly and consistently; comfortable working in a fast-paced ticket-driven environment., • Reliable attendance and punctuality. Preferred Experience / Education / Certification • Associate’s degree in an IT-related field or equivalent professional experience., • Industry certifications such as CompTIA Network+, Security+, Microsoft, FortiNet, Cisco, or equivalent., • Experience with at least one PSA/ticketing system and documentation standards (clear steps, outcomes, and next actions)., • Exposure to security best practices (MFA, least privilege, EDR/AV, vulnerability/patch management). Other Requirements • Completion of a Pre-Employment background check, education verification, and drug screening, • Dependable transportation with valid insurance (required)., • Local travel will be required., • Occasional long-distance travel may be required. This Position Will Have Exposure To: Operating Systems • Microsoft Windows Server, • Microsoft Windows Desktop, • Linux, • VMware vSphere / ESXi, • HP and Dell workstations and servers, • Cisco and other managed switches, • Fortinet, SonicWall, and other firewalls, • Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive), • Active Directory, • IP networking and network security products, • Email security, content and spam filtering, • Zero Trust technologies (MFA, conditional access, least privilege) For information about our company, please visit our website at Company DescriptionHere’s why so many businesses depend on Johnson Business Technology Solutions for complete IT services and support: Experience Counts – Our team has a proven track record designing, installing, and supporting various technologies with over 70 years of combined technical experience. Security Focused – We filter every decision through a lens of security. This has provided superior protection of our customers without breaking the bank. Customer Service – Our technicians are customer service focused which shows in our customer satisfaction rating Business Minded – We don’t just add technology to your network for technology’s sake. It must be the right technology for the right reason. Reputation – We are a BBB accredited business with an A+ rating.Here’s why so many businesses depend on Johnson Business Technology Solutions for complete IT services and support:\r\n\r\nExperience Counts – Our team has a proven track record designing, installing, and supporting various technologies with over 70 years of combined technical experience.\r\nSecurity Focused – We filter every decision through a lens of security. This has provided superior protection of our customers without breaking the bank.\r\nCustomer Service – Our technicians are customer service focused which shows in our customer satisfaction rating \r\nBusiness Minded – We don’t just add technology to your network for technology’s sake. It must be the right technology for the right reason.\r\nReputation – We are a BBB accredited business with an A+ rating.