IT Support – Level 2+ (MSP) (On-Site)

We are a Managed and Cloud Services Provider in the South Shore/Cape Cod area of Massachusetts! We support the latest technologies and carefully test and research every product and service that we offer. Efficiency, Speed, and Reliability are absolute qualities that we apply to every task we undertake.

Due to continued expansion, we are seeking an IT Service Desk Technician – Level 2+ (MSP) with previous MSP experience. The IT Service Desk Technician – Level 2+ (MSP) is a full-time role that includes full benefits, 401(k) with company match, ongoing training, and advancement opportunities!

The IT Service Desk Technician – Level 2+ (MSP) will be taking escalated tickets using ConnectWise. The IT Service Desk Technician – Level 2+ (MSP) is primarily focused on Windows IT infrastructure support including servers, storage, cloud, virtualization, firewalls, routers & desktops.

**This is a position that requires the tech onsite at our clients**

Requirements:

• Troubleshoot and fix problems with hardware, software and networks
• Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, SharePoint, etc.
• Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
• Support Windows Server, experience with configurations is a huge plus
• Strong Network experience: SonicWall and Ubiquiti a plus
• Experience with ConnectWise or similar MSP tools (Autotask, Kaseya, Ninja, etc)

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Provide night and weekend coverage (as needed and on a rotation basis) for tickets scheduled by Dispatch
• Meet ticket service level agreements (SLA) as defined by management
• Accountable for time-tracking daily activities and recording in ConnectWise

Benefits:

• Health, Dental, and Vision Insurance
• 401(k) with company match
• 2 Weeks Vacation + Paid Holidays
• 10 Paid Sick Days
• Ongoing Training
• Advancement Opportunities

Opportunity Location

Hyannis, MA

Proposed Salary

Starting at $60000

*At Secure Networks, we are committed to fostering a culture of Diversity, Equity, and Inclusion (DEI) that promotes a sense of belonging for all individuals, regardless of their backgrounds or identities.

We believe that embracing diversity is not only the right thing to do, but it is also essential to our success as a company. Our team is made up of people from various backgrounds, ethnicities, cultures, genders, ages, abilities, religions, and sexual orientations, and we value and celebrate this diversity.

We are committed to providing a workplace where everyone feels respected, supported, and empowered to bring their whole selves to work. We strive to create an inclusive environment where all voices are heard, and everyone has equal opportunities for growth and development.

At Secure Networks, we believe that creating a more diverse, equitable, and inclusive workplace is a journey, and we are committed to making progress towards this goal every day.