SUMMARY
The Level 2 Service Desk Technician is a mid-level technical role responsible for resolving escalated support issues, handling more complex troubleshooting, and supporting Level 1 technicians. This role focuses on problem resolution, root cause identification, and maintaining service quality by following established processes and escalation standards. Level 2 technicians are expected to work independently on complex issues while knowing when to escalate to the Network/Systems Engineering team.
PRIMARY JOB FUNCTIONS
Remote Technical Support & Troubleshooting
Troubleshoot and resolve complex technical issues across endpoints, systems, and user environmentsIdentify root cause and ensure issues are fully resolved, not just temporarily patchedEscalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scopeSupport Windows 10/11 environments at an advanced troubleshooting levelManage Active Directory including users, groups, permissions, and basic Group PolicySupport Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basicsTroubleshoot networking issues including IP, DNS, DHCP, and connectivitySupport printers, endpoints, and user environments beyond basic troubleshootingAssist with permissions, group policies, and system-level configurationsTicket Management
Log all work accurately and in real time in ConnectWiseWork through the assigned ticket queue in priority orderKeep ticket notes clear, complete, and useful for anyone who picks up the ticket after youMeet defined response time and resolution SLAs consistentlyDocumentation Adherence
Follow all standard operating procedures documented in IT GlueAdhere to Apex’s security best practices on every ticketNever bypass documented processes — if a process is unclear or missing, flag itContribute to documentation improvements when gaps or outdated procedures are identifiedLevel 1 Support & Knowledge Sharing
Handle tickets escalated from Level 1 techniciansAssist Level 1 technicians with troubleshooting guidance without taking over their ticketsHelp reinforce proper triage and escalation practices across the teamContribute to shared knowledge base improvements in IT GlueCustomer Service Excellence
Keep clients informed of ticket progress and resolution status throughout the support processCommunicate professionally and clearly in all client interactionsIdentify patterns and recurring issues within client environments and flag them to the Service Desk ManagerWork collaboratively with dispatchers, service managers, and engineersRepresent Apex professionally in every client interactionREQUIRED QUALIFICATIONS
2–4 years of IT support experience, preferably in an MSP or helpdesk environmentStrong hands-on experience supporting end users in a production environmentSolid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentalsExperience working in a ticketing system (ConnectWise preferred)Ability to troubleshoot independently and manage multiple tickets simultaneouslyStrong written and verbal communication skillsPREFERRED QUALIFICATIONS
MSP experienceExperience with ConnectWise, ScreenConnect, or IT GlueExposure to Azure or cloud administrationCompTIA A+, Network+, or similar certificationsWHAT THIS ROLE IS NOT
Not a project or engineering role
Not responsible for security architecture, compliance strategy, or advanced security engineering
Not a “figure it out from scratch” environment — processes are defined and expected to be followed
WHAT MAKES SOMEONE SUCCESSFUL HERE
Resolves issues efficiently and completely — doesn’t close tickets prematurelyFollows process instead of reinventing solutionsKnows when to escalate vs. continue troubleshootingMaintains clear and thorough documentation consistentlySupports Level 1 without taking over their responsibilitiesIdentifies patterns and recurring issues across client environmentsHandles steady ticket volume without losing quality or communicationGROWTH OPPORTUNITY
Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer positionBENEFITS
Competitive salary based on experience and qualificationsComprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)Quarterly incentives based on individual and team KPIsOn-the-job training and supportTeam-based work environmentSCHEDULE
Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.On-call rotation required after 90 daysWORK LOCATION
Onsite in Cornelius, NCHybrid work opportunity (up to 2 days/week) available after 90 days, based on performanceCompany DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.***** WE ARE AN MSP, NOT A STAFFING FIRM. LOCAL CANDIDATES ONLY PLEASE *****
*****SUMMARY*****
The Account Manager owns the primary client relationship and the account planning process for an assigned portfolio of managed services clients. This role is responsible for strengthening client relationships, identifying business and technology risk, supporting retention, and helping clients stay aligned with agreed-upon IT direction.
The Account Manager leads client communication, account reviews, and ongoing planning while partnering with internal teams and escalating higher-order strategy and solution design as needed.
***** PRIMARY RESPONSIBILITIES*****
Client Relationship and Account Planning
Own the primary client relationship for assigned accountsBuild and maintain relationships with decision-makers, operational leaders, and key technical contactsDevelop and maintain account plans aligned to client priorities, risks, and lifecycle needsLead regular client reviews based on account tier and client needMaintain visibility into client satisfaction, retention risk, and stakeholder alignmentTechnical Awareness and Risk Identification
Review client environments, service trends, lifecycle exposure, security gaps, and recurring issuesTranslate technical findings into clear, practical client communicationMaintain visibility into client roadmap progress and outstanding risksPartner with service teams to surface patterns and ensure follow-through on identified issuesGrowth and Commercial Development
Identify and advance opportunities for additional services, improvements, and project workSupport client awareness of lifecycle needs and upcoming changesDrive account growth through relevant, timely recommendations, not transactional quotingEscalate higher-order strategy, solution design, and proposal development to senior advisory leadershipCommunication and Documentation
Communicate effectively with both executive and operational stakeholdersMaintain accurate records, meeting notes, and action items in ConnectWise and related systemsEnsure consistent documentation of account activity, risks, and opportunitiesRole Boundaries and Operational Alignment
Understand contract scope, service standards, and out-of-scope considerationsAlign with service and sales leadership on client priorities and concernsSupport client success through coordination and escalation without owning day-to-day support or project delivery***** REQUIRED QUALIFICATIONS *****
10+ years in MSP account management, client success, or service relationship managementBachelor’s degreeWorking understanding of managed IT environments (Microsoft 365, Azure, endpoint management, backups, networking, cybersecurity fundamentals)Ability to communicate technical topics clearly to non-technical stakeholdersStrong client-facing communication and meeting leadership skillsAbility to manage multiple accounts and maintain consistent follow-throughAbility to identify risk, surface issues early, and keep momentum with clients*****PREFERRED QUALIFICATIONS*****
Experience in MSP account managementExperience managing a portfolio of client relationships with accountability for retentionExperience leading client meetings, reviews, and ongoing communication cadenceExperience maintaining account records, notes, and activity in PSA/CRM systems*****WHAT THIS ROLE IS NOT*****
Not a helpdesk or technical support roleNot a project management roleNot a quota-driven sales positionNot responsible for solution design, proposal development, or project delivery*****WHAT MAKES SOMEONE SUCCESSFUL HERE*****
Builds strong, trust-based client relationshipsCommunicates consistently and follows through on commitmentsIdentifies and surfaces risk earlyStays organized across multiple accounts and prioritiesDocuments activity and maintains discipline in systems and process*****BENEFITS*****
Competitive salary based on experience and qualificationsComprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)Quarterly incentives based on individual and team KPIsOn-the-job training and supportTeam-based work environment*****SCHEDULE*****
Monday–Friday, 8:00 AM–5:00 PM*****WORK LOCATION*****
Onsite in Cornelius, NCHybrid work opportunity (up to 2 days/week) available after 90 days, based on performanceCompany DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running. ***** WE ARE AN MSP, NOT A STAFFING FIRM. LOCAL CANDIDATES ONLY PLEASE *****
*****ROLE SUMMARY*****
The Engineering Manager is accountable for how engineering work is executed, by whom, and to what standard. This role owns engineering quality, consistency, escalation management, and people leadership so that senior leadership does not have to serve as the technical backstop. This is not a Director of Technology role. Strategic technology direction, vendor strategy, and service design are owned outside of this position. The Engineering Manager ensures execution aligns to those standards.
***** PRIMARY JOB FUNCTIONS *****
Engineering Leadership & Accountability
Owns day-to-day execution of engineering work across projects, escalations, and complex client environmentsCoaches, manages, and develops senior engineers and technical leadsSets clear expectations, provides feedback, and addresses underperformance when requiredReduces reliance on senior leadership for technical arbitration and escalationStandards & Quality Control
Enforces Apex engineering standards consistently across all clientsReviews and approves non-standard designs or exception requestsOwns technical risk and ensures issues are addressed before becoming client-facingEscalation & Delivery Oversight
Serves as the final internal escalation point for complex engineering issuesEnsures projects and major changes meet quality, security, and documentation standardsPartners with Operations to improve throughput, predictability, and margin protectionDocumentation & Process Discipline
Ensures engineering work is properly documented in IT GlueReinforces documentation as a required deliverable, not optional overheadImproves repeatability and reduces bespoke implementations***** REQUIRED EXPERIENCE AND QUALIFICATIONS *****
10+ years of progressive IT experience in MSP or complex infrastructure environments5+ years in a senior technical leadership role (Lead Engineer, Engineering Manager, or similar)Demonstrated experience managing and coaching engineersProven ability to enforce standards and handle difficult conversationsStrong understanding of Microsoft-centric environments (Windows Server, Microsoft 365, Azure fundamentals)Experience operating within structured MSP toolsets (PSA, RMM, documentation platforms)The following tools are used every day: ConnectWise Manage, ScreenConnect, & IT Glue.*****PREFERRED QUALIFICATIONS*****
Prior MSP leadership experienceExperience acting as final escalation authorityStrong documentation disciplineRelevant technical certifications (Microsoft, networking, security) are a plus but not required*****BENEFITS*****
Competitive salary based on experience and qualificationsQuarterly performance bonus opportunity401(k) with company match and profit sharingHealth, dental, vision, life insurancePTO and paid holidaysStable, growth-oriented MSP environmentJob Type: Full-time
Schedule:
8 hour shiftMonday to FridayWork Location: Cornelius, NC 28031
Ability to Commute Required
Company DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.***** WE ARE AN MSP, NOT A STAFFING FIRM. LOCAL CANDIDATES ONLY PLEASE *****
YOU:
want to work in a fast-paced, MSP environmentenjoy working with peoplefigure out how to solve problemsare not afraid to pick up the phone and call someonelove technologymight be a car enthusiastWE:
are not a staffing firmlike coming to work every daylove documentationwork hard and play hardcare about your intelligence and your values***** PRIMARY JOB FUNCTIONS *****
Implementation and support services for Microsoft related technologies: Hyper-V, Windows Server, Exchange, Office 365, etc.Engineer and implement system solutions for customers using technologies that meet their needs.IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built primarily on the Microsoft Platform.Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.Remote access solution implementation and support: VPN and Terminal Services.System documentation and consulting services to include system reviews and recommendations.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.***** KNOWLEDGE, SKILLS, and ABILITIES REQUIRED *****
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, etc...The following tools are used every day: Connectwise Manage, Connectwise Control, ScreenConnect, & IT Glue.Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.Diagnosis skills of technical issues.Ability to multi-task and adapt to changes quickly.Technical awareness: ability to match resources to technical issues appropriately.Service awareness of all organization’s key IT services for which support is being provided.Understanding of support tools, techniques, and how technology is used to provide IT services.Typing skills to ensure quick and accurate entry of service request details.Self-motivated with the ability to work in a fast moving environment.EDUCATION AND WORK EXPERIENCE:
BA/BS, preferably in computer science or a related field.MBA/MS preferred but not required.10+ years of IT or related experience.Our employees LOVE what they do.They are natural problem solvers.They are at the top of their game and proud of it.They learn new technologies on their own and love to share their opinions with teammates.They are self-starters and self-managers.When extra effort is needed, our employees don’t have to be asked.BENEFITS:
Competitive salary based on experience and qualificationsQuarterly Performance Bonus OpportunityComprehensive Benefits ( Medical, Dental, Vision, 401k, Profit Sharing, Paid Time Off, Paid Holidays)Full on the job training & supportFun working environment and cultureJob Type: Full-time
Benefits:
401(k)401(k) matchingDental insuranceFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offVision insurance
Schedule:
8 hour shiftMonday to FridayOn call
Work Location: Hybrid remote in Cornelius, NC 28031
Ability to Commute Required
Company DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.
*****ROLE SUMMARY*****
The Inside Sales Representative is responsible for generating new business opportunities by identifying, engaging, and qualifying prospective clients. This role focuses on outbound prospecting and appointment setting to introduce potential customers to the company’s managed IT services, cybersecurity solutions, and technology offerings. Success in this role requires persistence, strong communication skills, organization skills, and the ability to engage decision makers through cold outreach and relationship building.
***** PRIMARY JOB FUNCTIONS *****
Set First Time Appointments (FTAs) via Cold CallingResponsible for prospecting and qualifying new sales opportunities.Work through existing prospect lists within the CRM to re-engage dormant leads and develop new opportunities.Establish lines of communication with prospects to set FTAs.Follow established sales processes and procedures for prospecting, qualification, and appointment scheduling.***** REQUIRED EXPERIENCE AND QUALIFICATIONS *****
1 year of appointment setting experience. MSP, ISP, or Telco Sales Experience preferred.Cold Calling Experience requiredBA/BS required, preferably in marketing or a related field.Experience using CRM and sales tools such as ConnectWise and HubSpot.Proficiency using Microsoft Windows and general office productivity tools.Previous inside sales or business development experience, preferably selling technology services or solutions.Experience selling or promoting services within the MSP, ISP, telecommunications, or technology services industry preferred.Demonstrated success in prospecting, qualifying leads, and setting sales appointments.Strong verbal communication skills with the ability to confidently engage prospects over the phone.Ability to overcome objections and navigate common sales barriers.High energy level with a competitive and goal-oriented mindset.Strong organizational skills with the ability to manage multiple outreach activities and follow-up tasks.Typing and data entry skills sufficient to maintain accurate and timely CRM records.Self-motivated with the ability to work independently in a fast-paced environment.*****BENEFITS*****
Competitive salary based on experience and qualificationsAppointment setting bonus401(k) with company match and profit sharingHealth, dental, vision, life insurancePTO and paid holidaysJob Type: Full-time
Schedule:
8 hour shiftMonday to FridayWork Location: Cornelius, NC 28031
Company DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.