We're seeking an exceptionally talented Level II MSP Engineer to join our client's team. This position plays a crucial role in providing top-tier technical support and guidance to both internal teams and clients, ensuring the smooth operation and enhancement of customer IT systems.
The ideal candidate will be proficient with industry-standard MSP tools such as Autotask, VSA, IT Glue, Auvik, LogicMonitor, or similar, and have a passion for driving development efforts
within the technology stack. As a key contributor to early growth, this position offers significant career advancement opportunities for those committed to excellence and innovation.
Key Responsibilities:
- Provide advanced technical support to clients, resolving complex IT issues and incidents.
- Take ownership of escalated technical issues, prioritize them, and ensure timely resolution according to service level agreements (SLAs).
- Diagnose and troubleshoot hardware, software, network, and infrastructure problems, both remotely and on-site if necessary.
- Resolve escalated technical issues that couldn't be resolved by Level 1 or 1.5 support engineers, ensuring timely resolution within agreed-upon SLAs.
- Maintain effective communication with clients, keeping them informed about the status of their support requests and providing guidance on issue resolution.
- Maintain accurate records of support requests, troubleshooting steps, and resolutions. Create and update documentation for known issues and solutions.
- Implement and maintain monitoring solutions to detect and address potential issues before they become critical.
- Assist in planning and executing technology upgrades and migrations for clients.
- Confidently troubleshoot Tier 1-Tier 2 issues, including Windows Server, Active Directory, Active Sync, LAN/WAN, MS Exchange, O365 (Teams, SharePoint, Azure, Auto Pilot, Intune, etc.), VMware, Azure, MDM, Disaster Recovery, Veeam, DNS, multifactor authentication, switches, routers, layered switches, corporate firewalls, server apps, WAP, and database maintenance.
- Communicate with clients using clear and concise communication to facilitate ticket status updates and product availabilities.
- Demonstrate a sense of urgency while acting in a professional, calm manner and managing appropriate and realistic expectations to ensure overall client satisfaction.
- Use critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.
- Assist with the planning and implementation of IT projects, such as network upgrades, migrations, and deployments, ensuring successful execution and client satisfaction.
- Support development efforts of MSP/NOC tool stack to improve workflow, visibility, and reporting while assisting with integrations and development of a differentiated tool set.
Required Skills & Abilities:
- 4+ years of IT experience in managed services, help desk, service desk, desktop support, system administrator, or network administrator positions.
- Experience with systems integrations using tools such as Autotask, Kaseya VSA, IT Glue, Auvik, LogicMonitor, etc.
- Familiarity with APIs, webhooks, and other integration protocols for tool advancement.
- Ability to work on multiple priorities and/or projects simultaneously.
- Ability to build positive and collaborative relationships.
- Ability to work independently, prioritize tasks, honor rules of engagement, and follow policies, processes, and procedures.
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