L2 MSP Helpdesk Technician

Job Description

Job Description

We are an Ohio-based MSP company specializing in comprehensive IT services for enterprises of all sizes. From desktop to server, network, and telecommunications solutions, we're trusted partners dedicated to helping businesses achieve their goals while optimizing IT investments and minimizing costs.

The Role:

Join our dynamic team as an L2 MSP Helpdesk Technician, where you'll be in charge of escalations from our junior helpdesk team members and provide advanced technical support to our valued clients.

We're seeking a seasoned IT professional who not only sees the bigger picture but also exhibits a genuine commitment to service – someone who willingly goes above and beyond to ensure exceptional service delivery, whether it's resolving technical issues or aiding colleagues and clients alike.

We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline. If this sounds like you, we would love to have you on our team. Let's work together to create a significant impact, not only within the IT industry but also in our community.

Responsibilities:

• Take escalation tickets from the helpdesk
• Handle Tier 2 tickets including but not limited to:
  • Network Issues / Outages
  • Backup and Disaster Recovery Review / Maintenance Restores / Deploying
  • Security Solution Review / Maintaining / Deploying
  • MFA
  • A/V
  • SAT
  • SIEM
  • Business Application Support / Securing Third Party Support
  • POS
  • PMS
  • Active Directory, Group Policy, DHCP, DNS edits
  • Hotel Applications (Key/lock, Guest Internet/Cable, etc,)
  • Financial and Accounting Applications
• Advanced Firewall Troubleshooting – policies, traffic monitoring, configuration
• Microsoft 365 and Entra (Azure) Administration – troubleshooting mail flow, mail rules, connectors, etc.
• Client Onboarding
• Client communications and interactions, remotely and in person
• Detailed documentation of issues and resolutions

Qualifications:

• 5 years of IT support experience
• 3 years of experience working with Windows Server OS, Active Directory/Group Policy/ DNS, Firewall config/troubleshooting, Switch config/troubleshooting (i.e. VLANs)
• Knowledgeable in networking LAN/WAN concepts, structure, and equipment – understand VLANs, configuring switches
• Advanced Firewall Troubleshooting experience

HR Information:

• $60-$75k annually
• Medical, Dental, Vision benefits
• Life and Disability Insurance
• 401K with up to 4% match
• Paid Vacation and Personal Time Off.
• Fuel Stipend for local travel
• Professional Development Training Program
• Full-time, in Office (8:30 AM to 5:30 PM, M-F)