Job DescriptionJob DescriptionHelp Desk Level 2 Technician (MSP) – With Level 3 Exposure
Location: Onsite
Job Type: Full-Time
About Waytek MSP
Waytek MSP is a growing Managed Service Provider dedicated to delivering exceptional IT support and solutions to businesses. We pride ourselves on proactive service, technical expertise, and a collaborative team environment.
Position Overview
We are seeking a Help Desk Level 2 Technician with exposure to Level 3 responsibilities. This role bridges Tier 1 frontline support and Tier 3 infrastructure troubleshooting. You’ll handle escalated issues, perform advanced diagnostics, and assist with infrastructure-level tasks to ensure timely resolution of complex problems.
Key Responsibilities
Advanced Troubleshooting
Resolve complex issues involving: Email: Organizational delivery issues, recognizing and mitigating compromises, Conditional Access policies, Barracuda/Mimecast/etc. Spam filteringActive Directory: Folder/user/security group/service account management, GPO/DNS/DHCP creation/management/troubleshooting, RADIUSSoftware: Advanced crash diagnostics, installation/uninstallation issues, advanced error resolution troubleshooting, mass deployment via ConnectWise AutomateHardware: ESXi/Hyper-V operational troubleshooting (not implementation), BSOD/PSOD analysis, advanced printing/scanning issues, advanced fax issues, RAID troubleshooting, non-scripted SQL troubleshootingCloud: Entra/Azure/Intune, AWS familiarity/troubleshooting/vendor communication, MDMPowerShell: Experience with 365/Teams PowerShell, AAD/Entra PowerShell, generic scriptingNetwork: VLAN, IPSec/SSLVPN, firewall/switches/routers/VPN troubleshooting, ISP troubleshootingSecurity: Endpoint security policies, MFA enforcement, compliance checks, A/V monitoring, compromise/mitigation risk assessment and handlingBackups: Veeam B&R, Veeam CC, DattoTier 3 Collaboration
Assist with infrastructure projects such as firewall configuration, virtualization (Hyper-V/VMware), and backup solutions.Participate in advanced troubleshooting for 365/Entra/Intune and AWS environments.Assist as needed with backend management.Assist with environmental updates required afterhours (firewall firmware, etc.)Projects Assistance
Ability to assist with mass deployments as needed both during business hours and afterhours.Ability to assist in projects that feature severe troubleshooting issues during deployment.Ticket Management
Create, update, and/or split multi-issue tickets in ConnectWise.Track and record all time entries and communication with clients.Maintain client documentation and monitor ticket progress to meet SLA requirements. On-Call Rotation
Participate in scheduled on-call shifts to provide after-hours support for critical issues.Respond promptly to alerts and client emergencies during on-call periods.Benefits & Perks
Competitive salary (DOE).Health, dental, and vision insurance.Paid time off and holidays.Professional development and certification reimbursement.Exposure to advanced Level 3 tasks for career growth.Preferred Qualifications
Proven MSP experience using ConnectWise Manage/Automate, with strict adherence to ticket creation, detailed documentation, accurate time entry, and full ownership from intake through resolutionDemonstrated success working in a high-volume, SLA-driven environment, actively managing the service board throughout the day and consistently meeting response and resolution targetsStrong hands-on experience with Microsoft 365, Active Directory, and endpoint support, with the ability to prioritize and resolve urgent user-impacting issues
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