IT Support Technician II MSP

Job Description

IT Support Technician II (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 IT Support Technician II with exposure to Level III 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 filtering

Active Directory: Folder/user/security group/service account management, GPO/DNS/DHCP creation/management/troubleshooting, RADIUS

Software: Advanced crash diagnostics, installation/uninstallation issues, advanced error resolution troubleshooting, mass deployment via ConnectWise Automate

Hardware: ESXi/Hyper-V operational troubleshooting (not implementation), BSOD/PSOD analysis, advanced printing/scanning issues, advanced fax issues, RAID troubleshooting, non-scripted SQL troubleshooting

Cloud: Entra/Azure/Intune, AWS familiarity/troubleshooting/vendor communication, MDM

PowerShell: Experience with 365/Teams PowerShell, AAD/Entra PowerShell, generic scripting

Network: VLAN, IPSec/SSLVPN, firewall/switches/routers/VPN troubleshooting, ISP troubleshooting

Security: Endpoint security policies, MFA enforcement, compliance checks, A/V monitoring, compromise/mitigation risk assessment and handling

Backups: Veeam B&R, Veeam CC, Datto

Tier 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 resolution

Demonstrated success working in a high-volume, SLA-driven environment, actively managing the service board throughout the day and consistently meeting response and resolution targets

Strong hands-on experience with Microsoft 365, Active Directory, and endpoint support, with the ability to prioritize and resolve urgent user-impacting issues

Full-time