Job Description
Job DescriptionIT 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