Job Description
Job Description
Help Desk Technician – Level 2 / Level 3
Hybrid / On-site / Remote (as applicable)
Employment Type - Full-Time
About Us:
ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands-on IT professional who enjoys problem-solving, working directly with clients, and supporting a wide range of technologies.
Role Overview:
The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end-users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency.
Key Responsibilities:
Technical Support
· Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure· Troubleshoot and resolve complex hardware, software, and connectivity issues· Serve as an escalation point for Level 1 technicians· Support Windows and macOS environments, including user and device management· Manage and resolve tickets within defined SLAs using an ITSM/ticketing system
Systems & Infrastructure
· Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)· Support on-prem and cloud-based servers (Windows Server, basic Linux a plus)· Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi-Fi)· Assist with backup, disaster recovery, and security solutions· Monitor and remediate alerts from RMM and security tools
Client & MSP Operations
· Communicate clearly with clients regarding issues, resolutions, and best practices· Document solutions, procedures, and client environments accurately· Participate in onboarding new clients and supporting offboarding transitions· Assist with IT projects such as migrations, deployments, and hardware refreshes· Recommend improvements to systems, processes, and security posture
Security & Best Practices
· Apply cybersecurity best practices in daily support activities· Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts· Escalate security incidents per established procedures
Required Qualifications:
· 3–6+ years of IT support experience (MSP experience strongly preferred)· Strong troubleshooting skills across hardware, software, and networking· Proficiency with Microsoft Windows, Microsoft 365, and Active Directory· Experience supporting multiple clients or environments simultaneously· Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts· Excellent communication and customer service skills· Ability to work independently and manage priorities in a fast-paced environment
Preferred / Nice-to-Have Skills:
· Experience with Azure, Intune, and cloud migrations· Familiarity with popular MSP tools (RMM, PSA, backup, EDR)· VoIP system support experience· Basic scripting experience (PowerShell preferred)· IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)
What We Offer
· Competitive salary based on experience· Opportunities for growth, training, and certification reimbursement· Exposure to a wide variety of environments and technologies· Supportive, team-oriented MSP culture· Paid time off and benefits package (as applicable)