MSP Level 2 Technician
28 days ago
Manchester
Job DescriptionBenefits: • 401(k) matching 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.Knowledge, Skills, & Qualifications:, • Experience & Education: 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., • Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V., • Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk., • Networking Expertise: In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies., • Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity., • Problem-Solving & Analytical Thinking: Strong ability to diagnose and resolve complex technical issues efficiently., • Communication & Customer Service: Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships., • Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.Preferred Additional Qualifications, • Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud., • Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes., • Monitoring Tools: Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.)., • Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients., • Collaborative and supportive team culture.Benefits:, • Competitive salary and performance-based bonuses, • Retirement savings plan with company match, • Paid time off and holidays, • Professional development and certification reimbursement