MSP Systems Technician | Level II

We are seeking a MSP Systems Technician II (Remote/Office/Hybrid) in New Jersey to assist with 2nd+ Level Support. We are looking for an enthusiastic individual who loves technology and is ready for a new challenge and opportunity. You will be responsible for providing Level 2 remote and occasional onsite support to external clients and play a crucial role in our proactive support team for our managed services clients. Health benefits and bonuses are available (certain restrictions apply).

We are looking for a technician with prior network administration and managed services experience. Our company thrives on strong client relationships, so we seek candidates with a “can do” attitude and excellent customer service skills. Excellent written and oral communication skills, strong organizational management, and a team player mentality are essential.

As a Level II technician, you will need strong technical skills with Windows Server and Desktop operating systems, including Windows and macOS. Experience with virtualization technologies, particularly VMware and Hyper-V, is highly valued. Additionally, you should have a deep understanding of advanced networking concepts such as subnetting, firewall configurations, network security, load balancing, VLANs, and VPN tunnels. Familiarity with Cisco equipment is also highly desirable.

Responsibilities:

• Communicate with customers politely and confidently, handling and gathering details for resolution and/or escalation for all end-user requests
• Quickly and accurately document time spent, troubleshooting steps, and resolution for ticket completion
• Provide ongoing maintenance and monitoring of client computers, servers, and network equipment through the managed services platforms, identifying and resolving detected issues.
• Provide remote and on-site support to end users, applying analytical thinking with attention to detail
• Monitor, manage, and maintain support ticketing queue, addressing all client requests and reported PC issues
• Work independently and collaboratively to complete assigned project tasks
• Maintain reliable transportation for job-related travel with a valid license and insurance

Skills and Experience:

• 3-5 years of IT support experience
• Microsoft Certifications and/or a college degree in a computer-related field
• Ability to troubleshoot hardware/software issues, perform break/fix tasks, and handle client calls/emails
• Experience with Microsoft 365 Exchange Online, SharePoint, and OneDrive
• Proficient in installing, upgrading, and troubleshooting Windows 10/11 operating systems in domain and workgroup environments, including user/PC migrations, applications, and hardware replacement/troubleshooting
• General knowledge of Apple Mac desktops and laptops
• Experience configuring and troubleshooting VPN and RDC services and other remote solutions
• Experience managing Windows Server 2016/2019/2022, including Active Directory, network drives, folder permissions, and shared printers
• Experience with backup and recovery solutions, including cloud backup, Windows backup, and server replication
• Experience with wired/wireless network solutions along with advanced networking protocols including DNS, DHCP, VPNs, VLANs, WAN/LAN TCP/IP
• Ability to configure and troubleshoot local/network printers, scan to folder/email, and sharing
• Understanding of firewall appliances, including deployment and configurations
• Familiarity with advanced networking concepts such as subnetting, routing protocols, network security, QoS, load balancing, and site-to-site VPN tunnels
• Strong skills in installing, activating, and troubleshooting the Office software suite, including Outlook configurations and migrations of POP3, IMAP, and Exchange accounts
• Ability to configure and troubleshoot iOS and Android mobile devices for email/calendar/contact synchronization
• General knowledge of domain names, DNS records, WHM/cPanel
• Ability to manage client account information and documentation within business systems