MSP Level 2 Technician
$35,000–$65,000 year
HybridPark Circle, Maryland, United States
Job Summary
Provide advanced technical support to clients by installing, configuring, and maintaining hardware and software. Respond to escalated support tickets, manage client networks including routers and firewalls, and implement security solutions with regular audits. Ensure data safety through regular backups and disaster recovery planning while documenting all system configurations and support activities. Assist in IT project implementation and provide training to Level 1 Technicians. Maintain on-call availability for critical after-hours and weekend emergencies. Work onsite and remotely with occasional travel to client locations.
Required Qualifications
- Minimum of 3-5 years in an MSP or similar IT support role
- Strong knowledge of Windows and Mac operating systems
- Microsoft Office 365
- Active Directory
- virtualization technologies such as VMware and Hyper-V
- Experience with RMM tools like NinjaRMM
- ticketing systems such as Autotask PSA, ServiceNow, or Zendesk
- In-depth understanding of networking protocols
- IP addressing
- DNS
- DHCP
- VPNs
- VLANs
- Wi-Fi technologies
- Familiarity with firewalls
- antivirus solutions
- industry best practices for cybersecurity
- Strong ability to diagnose and resolve complex technical issues efficiently
- Excellent verbal and written communication skills
- customer-focused approach to delivering high-quality service
- building strong client relationships
- Ability to manage multiple priorities in a fast-paced environment
- working both independently and as part of a team
- ability to work both onsite and remotely
- occasional travel to client locations
- valid driver's license
- Flexibility in working hours, including evenings and weekends
Desired Qualifications
- a degree in IT, Computer Science, or related field
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional)
- Experience with cloud platforms such as AWS, Azure, or Google Cloud
- Familiarity with scripting and automation tools (e.g., PowerShell, Bash)
- Knowledge of network and system monitoring tools (e.g., SolarWinds, Nanja, Auvik, etc.)
- Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
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