Level 2 IT Support Technician - Help Desk & Field Support
Job Description
Location: Red Bank, NJ — In Office with Local Client Travel
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Employment: Full-Time
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Salary: $60,000–$70,000 depending on experience
About Monmouth Cyber\n
Monmouth Cyber is a growing New Jersey Managed Service Provider delivering managed IT, cybersecurity, cloud, and compliance-focused technology services to businesses throughout the region. We take ownership of our clients' technology and cybersecurity environments so they can focus on running and growing their businesses. Our culture is built around excellent client service, teamwork, accountability, continuous improvement, and getting results.
The Role\n
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- We're looking for an experienced Level 2 IT Support Technician to join our team in Red Bank.
- This is a hands-on technical role combining help desk support, Level 2 troubleshooting, project work, and onsite client support.
- Approximately 70% of the role will focus on help desk support, technical escalations, and project work from our Red Bank office, with approximately 30% spent providing onsite support at client locations.
- You'll work directly with clients and our service team to resolve technical issues, support and maintain client environments, assist with technology projects, and provide onsite expertise when needed.
- We're looking for someone who enjoys solving problems, communicates well with clients, documents their work, and takes ownership of issues through resolution.
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What You'll DoHelp Desk & Level 2 Support\n
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- Provide Level 2 technical support across multiple client environments
- Troubleshoot Windows desktops and laptops, Microsoft 365, applications, printers, connectivity, user accounts, permissions, and other business technology issues
- Own support tickets through resolution and keep clients informed throughout the process
- Handle escalations from Level 1 technicians and assist with more complex technical issues
- Perform root-cause analysis and work toward permanent solutions to recurring problems
- Assist with user onboarding and offboarding
- Monitor client environments using RMM and security tools and proactively respond to alerts
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Microsoft 365, Networking & Infrastructure\n
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- Support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, licensing, and user administration
- Troubleshoot networks, firewalls, switches, wireless, VPNs, DNS, DHCP, and internet connectivity
- Support Windows Server, Active Directory, file shares, permissions, backups, and related infrastructure
- Troubleshoot endpoint, identity, cloud, and cybersecurity-related issues
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Field Support\n
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- Travel to client locations throughout our service area to provide onsite technical support
- Troubleshoot issues that require hands-on diagnosis or remediation
- Install and configure workstations, networking equipment, printers, wireless equipment, and other client technology
- Perform workstation replacements, equipment deployments, and onsite maintenance
- Represent Monmouth Cyber professionally while working directly with client employees and leadership
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Projects & Deployments\n
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- Assist with Microsoft 365 migrations, workstation deployments, network upgrades, server projects, office moves, and other client technology initiatives
- Configure, test, deploy, and document new hardware and software
- Work with the Service Manager and technical team to complete projects with minimal disruption to clients
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Documentation & Team Development\n
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- Maintain accurate ticket notes and client documentation
- Create and update technical procedures, configurations, and troubleshooting documentation
- Share knowledge with Level 1 technicians and help strengthen the technical capabilities of the service team
- Identify recurring issues and opportunities to improve how we deliver support
- Contribute to ongoing improvements in service delivery and internal processes
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On-Call & After-Hours Support\n
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- Participate in our scheduled on-call rotation for critical client issues
- Assist with occasional after-hours maintenance or project work when required
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What We're Looking For\n
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- 3+ years of IT help desk, desktop support, systems administration, or similar technical support experience
- Strong Level 2 troubleshooting skills across Windows, Microsoft 365, networking, and common business technology
- Experience supporting Microsoft 365 and Entra ID environments
- Working knowledge of Active Directory, DNS, DHCP, VPNs, firewalls, switches, and wireless networks
- Experience with RMM, ticketing, remote support, and IT documentation platforms
- Strong troubleshooting skills and the ability to work through unfamiliar technical problems
- Excellent written and verbal communication skills
- Professional and comfortable communicating directly with business clients
- Strong documentation and organizational habits
- Ability to manage multiple priorities across different client environments
- Valid driver's license and reliable transportation for travel to client locations
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Strongly Preferred\n
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- Previous Managed Service Provider (MSP) experience
- Experience supporting multiple client environments simultaneously
- Experience with cybersecurity tools such as EDR, MFA, email security, endpoint management, and managed security platforms
- Windows Server and virtualization experience
- Experience installing and troubleshooting business networking equipment
- CompTIA, Microsoft, networking, or cybersecurity certifications
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What Makes Someone Successful Here\n
You don't need to know everything. You do need to know how to troubleshoot, when to ask for help, how to communicate with clients, and how to take ownership of a problem until it's resolved. We're looking for someone who is technically capable, dependable, curious, and willing to jump in wherever the team needs help. One day you may be resolving Microsoft 365 issues from our Red Bank office. The next you may be troubleshooting a network problem at a client's location or helping the team deploy new technology.
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If you enjoy solving technical problems, working directly with clients, and want to grow your career with a growing MSP and cybersecurity company, we'd like to hear from you.