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Intermediate IT Support Technician

2 months ago

Beachwood, Ohio, United States MSP Hire, Inc. Full time
Job Overview

We are a Managed Service Provider (MSP) dedicated to delivering a wide range of IT solutions tailored for businesses of various scales. Our expertise spans from desktop support to comprehensive server management, networking, and telecommunications, ensuring that our clients can focus on their core operations while we optimize their IT infrastructure.

Position Summary:

We are in search of an experienced IT support professional who possesses a holistic understanding of technology and a strong dedication to customer service. The ideal candidate will demonstrate a proactive approach to resolving technical challenges and will be committed to fostering collaborative relationships with both colleagues and clients. As a Level 2 Helpdesk Technician, you will take on escalated issues from junior team members and provide high-level technical assistance to our esteemed clientele.

If you resonate with our mission and values, we invite you to consider joining our team. Together, we can make a meaningful difference in the IT landscape and within our community.


Key Responsibilities:

  • Manage escalation tickets from the helpdesk team.
  • Address Tier 2 support tickets, including but not limited to:
    • Network troubleshooting and outages
    • Backup and disaster recovery assessments and maintenance
    • Security solution evaluations and implementations
    • Multi-Factor Authentication (MFA) management
    • Antivirus and security software support
    • Security Awareness Training (SAT)
    • Security Information and Event Management (SIEM)
    • Business application support and third-party security management
    • Point of Sale (POS) systems
    • Property Management Systems (PMS)
    • Active Directory, Group Policy, DHCP, and DNS modifications
    • Hotel management applications (e.g., guest internet and cable services)
    • Financial and accounting software support
  • Conduct advanced firewall troubleshooting, including policy management and traffic analysis.
  • Administer Microsoft 365 and Entra (Azure), focusing on mail flow and configuration issues.
  • Facilitate client onboarding processes.
  • Engage in client communications, both remotely and in person.
  • Maintain detailed documentation of issues and their resolutions.

Qualifications:

  • Minimum of 5 years of IT experience.
  • Proficient in Windows Server OS, Active Directory, Group Policy, DNS, and firewall configuration/troubleshooting.
  • Strong understanding of LAN/WAN networking concepts and equipment, including VLAN configuration.
  • Experience with advanced firewall troubleshooting.

Compensation and Benefits:

  • Annual salary range of $60,000 - $75,000.
  • Comprehensive medical, dental, and vision coverage.
  • Life insurance benefits.
  • 401K plan with up to 4% employer match.
  • Paid vacation and personal time off.
  • Fuel stipend for local travel.
  • Opportunities for professional development and training.
  • Full-time, in-office position (Monday to Friday).

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