Level 2 IT Technician – Managed Service Provider (MSP) Help Desk

Job Title: Level 2 IT Technician – Managed Service Provider (MSP) Help Desk Location: Virtual Office (EST Time Zone) Work Hours: 8:00 AM - 6:00 PM EST Job Type: Full-Time Budget $900

About Us:

We are a dynamic Managed Service IT Provider dedicated to delivering top-notch IT support and cybersecurity solutions to our clients. Our team is passionate about technology, collaboration, and delivering exceptional service. We are looking for a highly skilled and motivated Level 2 IT Technician to join our team and help us continue to provide best-in-class IT support.

Job Overview:

As a Level 2 IT Technician, you will play a critical role in providing direct end user technical support as well as ensuring all services are operational via service portals and programs. You will be responsible for managing and troubleshooting complex IT issues, working with a variety of technologies, and contributing to the documentation of processes. If you like a variety of problems to solve in a single day this is will be your happy place. This is a full-time position where you will work from 8:00 AM to 6:00 PM EST in a virtual office environment, collaborating closely with our team.

Key Responsibilities:

• Provide Level 1 and 2 support for Windows PC and Mac desktop environments, resolving technical issues.

• Manage and support AWS Servers, Azure, Office 365, and Google Workspace environments.

• Utilize and manage tools such as NinjaRMM, Malwarebytes Endpoint Protection, DattoRMM, Datto Backup, Kaseya365, Axcient ThreatLocker, Blackpoint, CyberRocket and more.

• Assist with configuring and maintaining servers, networks, and cybersecurity protocols.

• Document processes and create knowledge base articles as you learn and implement new solutions.

• Collaborate effectively in a virtual office environment, participating in team meetings and projects.

• Use RepairShopr Ticketing System to manage and track support requests, ensuring timely resolution.

Qualifications:

• Proven experience as a Level 2 IT Technician, preferably within a Managed Service Provider (MSP) environment.

• Strong experience in AWS Server, Azure, Office 365, Google Workspace, and other cloud platforms.

• Proficiency with RMM tools like NinjaRMM and DattoRMM, as well as cybersecurity tools including Malwarebytes, Webroot, Bitdefender, ThreatLocker, Blackpoint, and CyberRocket.

• Excellent problem-solving skills and the ability to work independently with minimal supervision.

• Strong communication skills, both written and verbal, with a focus on clear and effective documentation.

• Experience with RepairShopr Ticketing System or similar tools.

• Ability to work full-time from 8:00 AM to 6:00 PM EST in a virtual office setting.

Why Join Us?

• Work in a supportive and collaborative virtual office environment.

• Opportunity to work with a diverse range of technologies and clients.

• Be part of a team that values continuous learning and professional growth.

How to Apply:

If you are a proactive and skilled IT professional with a passion for technology and problem-solving, we want to hear from you! Please submit your resume and a brief cover letter explaining why you are the perfect fit for this role.