Job Description

Position Overview:

We're looking for a MSP Support Technician/Engineer II to bridge the gap between frontline help desk support and senior engineering, owning escalations that require deeper technical investigation. You'll work hands-on across cloud, network, and on-prem environments to resolve complex issues for a diverse portfolio of clients, while mentoring junior technicians along the way.

Required Skills:

• 3+ years of experience in a managed services or IT support environment
• Solid working knowledge of Microsoft 365 administration
• Experience administering Windows Server and Active Directory environments
• Core networking fundamentals (TCP/IP, DNS, DHCP, VLAN configuration)
• Hands-on firewall configuration and troubleshooting
• Experience with business-class/enterprise switches
• Familiarity with VPN setup and remote access troubleshooting
• Experience working in a PSA/RMM platform (ConnectWise a plus)
• Must hold a valid driver's license with reliable personal transportation for occasional site visits

Preferred Skills:

• Industry certifications (Network+, Security+, CCNA, or Microsoft credentials)
• Exposure to Azure or other cloud platforms
• Voice/SIP troubleshooting experience (AbsoluteVoice, Netsapiens, or similar)
• Backup and disaster recovery tools (Datto, Veeam, etc.)
• Identity and access management (Intune, Conditional Access, MFA)
• Familiarity with endpoint detection/response and broader security tooling

Responsibilities:

• Act as the go-to escalation resource when Tier 1 technicians need deeper troubleshooting support
• Resolve issues spanning Microsoft 365, Active Directory, network infrastructure, and security
• Maintain and troubleshoot firewalls, switching, wireless networks, and VLAN segmentation
• Investigate and resolve voice/SIP connectivity problems
• Provide support for virtualized environments, physical servers, and storage systems
• Own ticket resolution within SLA targets and document work in ConnectWise/IT Glue
• Rotate through on-call coverage as part of the team schedule
• Contribute to client onboarding, M365 migrations, and infrastructure improvement projects
• Provide informal mentorship and knowledge-sharing with Tier 1 staff

Benefits:

• Medical/health coverage
• 401(k) retirement plan
• Stipend for on-call participation
• Reimbursement for relevant certifications
• Clear path for career growth