Description OverviewWe are seeking a Level 2 Service Desk Technician with prior Managed Service Provider (MSP) experience to join a fast-paced, customer-focused IT support team. This role is ideal for someone who thrives in high-volume environments, enjoys solving complex issues, and takes a proactive approach to improving end-user experience and overall system reliability.
Key Responsibilities- Handle inbound support calls, emails, and ticket requests across multiple client environments
- Monitor system dashboards, alerts, and ticket queues to ensure timely response and resolution
- Troubleshoot and resolve Level 2 technical issues prior to escalation
- Identify recurring problems and proactively implement solutions to prevent future incidents
- Reduce unnecessary escalations by independently resolving complex issues
- Support and enhance the organization's overall security posture through best practices and vigilance
Common Issue Types- User access and authentication issues
- Internet connectivity and network performance problems
- Remote access and VPN troubleshooting
- Password resets and account lockouts
- Printer and peripheral support
- Phishing email identification and response
Requirements equired Skills & Experience- Previous experience working in a Managed Service Provider (MSP) environment
- Hands-on experience with ticketing/PSA tools such as Kaseya, ConnectWise, or Zendesk
- Strong networking fundamentals, including diagnosing and resolving VPN-related issues
- Experience configuring and supporting:
- SonicWall firewalls
- Ubiquiti wireless access points
- Ability to work across multiple clients and technologies simultaneously in a fast-paced setting
Preferred Traits- Strong troubleshooting and critical thinking skills
- Proactive mindset with a focus on continuous improvement
- Excellent communication and customer service skills
- Ability to manage competing priorities and meet SLAs
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