Job Description
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
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