Remote Level 1.5/2 IT technician at a managed IT services (MSP) consulting firm, handling tickets escalated from Level 1: troubleshooting Windows Server, Microsoft 365, Active Directory, DNS, networking/VPN, and documenting in ConnectWise. Requires 2+ years in an MSP and 3+ years with AD/DNS/Office 365 and RMM/PSA tools.
We are a technology consulting firm offering Managed IT Support Services to our clients. We are currently seeking a qualified candidate (with MSP experience) to fill the role of Level 1.5/2 IT Technician to join our growing team.
Primary Responsibilities:
Responsible for handling escalated support from Level 1 technicians in a professional and timely manner relating to all technology.
IT Support relating to technical issues involving Microsofts core business applications and operating systems, including: Windows server operating systems and roles, Microsoft 365s full suite, networking systems.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security.
Basic remote access solution implementation and support: VPN and Terminal Services.
System documentation maintenance and review in ConnectWise (ticketing system).
Monitor performance and ensure system availability and reliability.
Communication with end users as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Job Qualifications:
Advanced understanding of operating systems, business applications, printing systems, network systems, network design, server hardware.
Ability to work as a team member and communicate effectively.
Minimum 2 years experience in an MSP environment or similar IT organization is required.
Minimum 3 years experience working with Active Directory, DNS and Office365.
Minimum 3 years experience working with RMM and PSA tools.
BA/BS, preferably in computer science or related field, is a plus.
A+, MCSE, or other relevant certification is a plus.
This is a work from home opportunity
Hours: Full time US working hours, Monday-Friday 10am-6pm/11am-7pm EST (5pm-2am/6pm-3am SAST)