Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software
Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients
Manage and maintain client networks, including routers, switches, firewalls, and wireless access points
Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities
Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss
Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction
Create and maintain detailed documentation of client systems, configurations, and support activities
Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget
Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment
Provide on-call support for critical issues, including after-hours and weekend support as needed

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
Strong knowledge of Windows and Mac operating systems
Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V
Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk
In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies
Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity
Excellent verbal and written communication skills, with a customer-focused approach

MSP Level 2 Technician

Key skills