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About the Role

We are seeking a highly skilled Managed IT Services (MSP) Level 2 Technician to join our team, specializing in providing top-tier IT support to Small to Medium-sized businesses. The ideal candidate will possess extensive technical knowledge, excellent problem-solving abilities, and a passion for delivering exceptional customer service in a dynamic IT environment.

Responsibilities

Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications.
Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
Design, implement, and manage robust network solutions to ensure optimal performance and security for clients.
Monitor network performance to identify potential issues and take proactive measures.
Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring.
Ensure that all systems are secure, up-to-date, and compliant with industry standards.
Maintain strong relationships with clients by providing professional and timely support.
Understand client needs and recommend appropriate technology solutions to enhance their business operations.
Lead and manage IT projects, including system migrations, network installations, and software deployments.
Coordinate with internal teams and external vendors to ensure successful project delivery.
Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures.
Ensure that all documentation is accurate and up-to-date.
Provide guidance and mentorship to Level 1 technicians.
Conduct training sessions to enhance the technical skills of the team and improve overall service quality.
Ensure that all client systems comply with relevant regulations and industry standards, including data privacy and cybersecurity requirements.
Perform regular audits and assessments to identify and address potential vulnerabilities.
Provide on-call support for critical issues.
Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after-hours and weekend support as needed.

Requirements

Minimum of 3 years in IT support, including 1 year in a Level 2 or senior technician role.
MSP experience preferred.
Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS).
Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices.
Experience with monitoring tools such as SolarWinds, Auvik, or similar.
Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
Strong analytical skills to diagnose and resolve complex technical issues.
Proven experience managing IT projects from inception to completion.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients and provide outstanding customer service.
Ability to work in a fast-paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.
Prepared for occasional travel to client locations.
Possess a valid driver's license.

Skills

IT support
Network management
System administration
Client interaction
Project management
Documentation
Training and mentorship
Compliance
Emergency support
Windows server environments
Linux server environments
Virtualization technologies (VMware, Hyper-V)
Cloud platforms (Azure, AWS)
Networking protocols
Firewalls
VPNs
Cybersecurity best practices
Monitoring tools (SolarWinds, Auvik)
Remote Monitoring and Management (RMM) tools (NinjaRMM)
Ticketing systems (Autotask PSA, ServiceNow, Zendesk)
Documentation tools (Hudu, IT Glue, SharePoint)
Structured IT documentation
Process standardization
Analytical skills
Communication skills
Customer service
Adaptability
Team collaboration

Location

Onsite
Remote

Work Type

Onsite
Remote
Hybrid
Full-time

Experience Level

3 years in IT support
1 year in a Level 2 or senior technician role
MSP experience preferred

Education Level

Bachelor's degree in IT, Computer Science, or a related field is preferred
CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA certifications as a plus

Salary/Compensations

Competitive salary

Benefits

Health insurance
Opportunity for advancement
Training & development
Vision insurance
401(k)
401(k) matching
Bonus based on performance
Competitive salary
Dental insurance
Generous paid time off and holiday schedule
Professional development opportunities and reimbursement for certifications
Flexible working hours and remote work options

About the Company

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged.
At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses.
If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry.
Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions.
As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.