Tier 2 Helpdesk Technician

Position Summary

We are a small managed service provider (MSP) looking for a Helpdesk Technician who can own the full support lifecycle — from first-contact triage through advanced troubleshooting — across our client base. You’ll be the primary point of contact for end users, handling everything from password resets and printer issues to Microsoft 365 or Google Workspace administration, network diagnostics, and server-level troubleshooting. Because we’re a small team, you’ll wear many hats, work directly with clients, and have real impact on how we deliver service.
Essential Duties and Responsibilities

Front-Line Support

• Answer incoming calls, email s, and tickets; log all requests accurately in the PSA/ticketing system (Superops)
• Perform initial triage — gather symptoms, identify urgency, and resolve straightforward issues on first contact when possible
• Handle common requests: password resets, MFA setup, account unlocks, new-user onboarding/offboarding, email and calendar issues, printer troubleshooting, and basic software installs
• Walk end users through solutions clearly and patiently, adapting communication style to non-technical audiences

Advanced Troubleshooting

• Troubleshoot complex workstation, laptop, and peripheral issues across Windows 10/11 and macOS environments
• Administer and maintain Active Directory, Azure AD / Entra ID, Microsoft 365 tenants, and Group Policy across multiple client environments
• Diagnose network connectivity problems including DNS, DHCP, VPN, Wi-Fi, firewall rules, and switching/routing basics
• Support and maintain RMM tools (Superops) for monitoring, patching, and remote access
• Investigate recurring issues, perform root-cause analysis, and implement lasting fixes rather than repeated band-aids
• Support cloud platforms and SaaS applications common to the client base (Microsoft 365, Google Workspace, line-of-business apps)

MSP Operations

• Manage and prioritize your own ticket queue across multiple clients, meeting or exceeding SLA response and resolution targets
• Create and maintain client-specific documentation, SOPs, and knowledge base articles in the company documentation platform (Hudu)
• Participate in onboarding new clients — inventorying assets, documenting environments, and setting up monitoring and management tools
• Coordinate with vendors and third-party providers when escalation beyond our scope is needed
• Assist with project work as needed: workstation deployments, migrations, network upgrades, and office moves
• Contribute to improving internal processes, automation, and service delivery quality

Required Qualifications

• Excellent English Language Skills, both written and verbal
• 2+ years of hands-on IT support experience; MSP experience strongly preferred
• Solid working knowledge of Windows 10/11, macOS, Microsoft 365 administration, and Active Directory / Azure AD
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, VLANs, and basic firewall concepts
• Experience with a PSA or ticketing system and an RMM platform
• Ability to manage multiple client environments and context-switch effectively throughout the day
• Strong communication skills — comfortable speaking directly with clients ranging from small business owners to office staff
• Self-motivated and able to work independently; you won’t always have someone looking over your shoulder

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified
• Experience with endpoint management tools (Intune, Jamf)
• Familiarity with scripting or automation (PowerShell, Bash, or Python)
• Experience supporting backup and disaster recovery solutions (Datto, Veeam, Acronis)
• Exposure to basic security concepts: EDR tools, email filtering, security awareness training platforms