MSP - Level 2 Support Technician
Job Title: Level 2 MSP Support Technician
Overview
Here at WTC Services, we are seeking a skilled and customer-focused Level 2 MSP Support Technician to join our dynamic and diverse IT services team. This role is responsible for handling technical issues, supporting a wide range of client environments, and working extensively with Kaseya tools and the Autotask ticketing system. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience in a Managed Service Provider (MSP) environment.
Key Responsibilities
• Provide Level 2 technical support for desktops, servers, networks, and cloud environments
• Monitor, manage, and maintain client systems using Kaseya RMM tools
• Manage, document, and update tickets in Autotask in a timely and accurate manner
• Perform root cause analysis and implement long-term solutions
• Administer Microsoft 365, Active Directory, and Azure environments
• Support backup solutions, antivirus, and endpoint security platforms
• Configure and maintain network devices (firewalls, switches, VPNs)
• Assist with onboarding new clients and infrastructure deployments
• Maintain detailed documentation of systems, processes, and resolutions
• Collaborate with internal teams and vendors to resolve complex issues
• Support customers via phone
Required Qualifications
• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• 3+ years of experience in a technical support role within an MSP or similar environment.
• Strong expertise in troubleshooting Windows and/or Linux operating systems, networking protocols, and hardware components.
• Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Azure) is a plus.
• Proven experience in program management, including project planning, execution, and stakeholder management.
• Excellent problem-solving skills with a strong attention to detail.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Strong experience with Kaseya (Autotask, BMS, or related tools)
• Hands-on experience using Autotask PSA for ticket management is preferred
• Proficiency with Windows Server, Windows 10/11, and Active Directory
• Experience with Microsoft 365 administration (Exchange, Teams, SharePoint)
• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
• Experience with remote monitoring and management (RMM) tools
Preferred Qualifications
• Certifications such as CompTIA Network+, Security+, or Microsoft certifications
• Experience with virtualization (VMware or Hyper-V)
• Familiarity with scripting (PowerShell preferred)
• Experience with backup and disaster recovery solutions
• Knowledge of cybersecurity best practices
Soft Skills
• Strong customer service mindset
• Ability to prioritize and manage multiple tasks
• Attention to detail and documentation discipline
• Team-oriented with the ability to work independently
• Adaptability in a fast-paced MSP environment
• Ability to navigate ambiguous situations
Work Environment
• Fast-paced Managed Services environment supporting multiple clients
• Combination of remote support and occasional onsite work (if applicable)
• On-call or after-hours support may be required
Compensation & Benefits
• Employee benefits package.
• Opportunities for career growth and advancement.
• Training and certification programs to enhance your skills and knowledge.
• Collaborative and supportive work environment.
Pay: $28.00 - $32.00 per hour
Benefits:
• Health insurance
• Paid time off
• Professional development assistance
Education:
• Bachelor's (Preferred)
Experience:
• technical support: 3 years (Preferred)
Work Location: Remote
Apply Now
Apply Now
Overview
Here at WTC Services, we are seeking a skilled and customer-focused Level 2 MSP Support Technician to join our dynamic and diverse IT services team. This role is responsible for handling technical issues, supporting a wide range of client environments, and working extensively with Kaseya tools and the Autotask ticketing system. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience in a Managed Service Provider (MSP) environment.
Key Responsibilities
• Provide Level 2 technical support for desktops, servers, networks, and cloud environments
• Monitor, manage, and maintain client systems using Kaseya RMM tools
• Manage, document, and update tickets in Autotask in a timely and accurate manner
• Perform root cause analysis and implement long-term solutions
• Administer Microsoft 365, Active Directory, and Azure environments
• Support backup solutions, antivirus, and endpoint security platforms
• Configure and maintain network devices (firewalls, switches, VPNs)
• Assist with onboarding new clients and infrastructure deployments
• Maintain detailed documentation of systems, processes, and resolutions
• Collaborate with internal teams and vendors to resolve complex issues
• Support customers via phone
Required Qualifications
• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• 3+ years of experience in a technical support role within an MSP or similar environment.
• Strong expertise in troubleshooting Windows and/or Linux operating systems, networking protocols, and hardware components.
• Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Azure) is a plus.
• Proven experience in program management, including project planning, execution, and stakeholder management.
• Excellent problem-solving skills with a strong attention to detail.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Strong experience with Kaseya (Autotask, BMS, or related tools)
• Hands-on experience using Autotask PSA for ticket management is preferred
• Proficiency with Windows Server, Windows 10/11, and Active Directory
• Experience with Microsoft 365 administration (Exchange, Teams, SharePoint)
• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
• Experience with remote monitoring and management (RMM) tools
Preferred Qualifications
• Certifications such as CompTIA Network+, Security+, or Microsoft certifications
• Experience with virtualization (VMware or Hyper-V)
• Familiarity with scripting (PowerShell preferred)
• Experience with backup and disaster recovery solutions
• Knowledge of cybersecurity best practices
Soft Skills
• Strong customer service mindset
• Ability to prioritize and manage multiple tasks
• Attention to detail and documentation discipline
• Team-oriented with the ability to work independently
• Adaptability in a fast-paced MSP environment
• Ability to navigate ambiguous situations
Work Environment
• Fast-paced Managed Services environment supporting multiple clients
• Combination of remote support and occasional onsite work (if applicable)
• On-call or after-hours support may be required
Compensation & Benefits
• Employee benefits package.
• Opportunities for career growth and advancement.
• Training and certification programs to enhance your skills and knowledge.
• Collaborative and supportive work environment.
Pay: $28.00 - $32.00 per hour
Benefits:
• Health insurance
• Paid time off
• Professional development assistance
Education:
• Bachelor's (Preferred)
Experience:
• technical support: 3 years (Preferred)
Work Location: Remote
Apply Now
Apply Now