Position Summary
LaunchIT MSP is seeking a skilled and customer-focused Tier 2 IT Technician to join our team. This role involves providing both remote and onsite support to our business clients, resolving escalated technical issues, and ensuring high levels of customer satisfaction. The ideal candidate will have experience with MSP tools including PSA, RMM, EDR, BDR, Server and M365 Administration, as well as possess strong interpersonal and troubleshooting skills.
Key Responsibilities
- Provide Tier 2 technical support for hardware, software, networking, and security issues.
- Respond to escalated service tickets via PSA and ensure timely resolution.
- Perform onsite visits to client locations for troubleshooting, installations, and upgrades.
- Configure and maintain security tools such as EDR and BDR.
- Support and manage Network Infrastructure from core to edge.
- Document solutions and update internal knowledge base.
- Deliver exceptional customer service and maintain positive client relationships.
- Participate in team meetings and contribute to process improvements.
- Ensure compliance with company policies and client-specific requirements.
Qualifications
- 3+ years of experience in IT support, preferably within an MSP environment.
- Proficiency with PSA, RMM, M365, and Server Administration.
- Strong troubleshooting skills across Windows, networking, and cloud platforms.
-Experience with Active Directory, virtualization (VMware, Hyper-V) and networking concepts (TCP/IP, DNS, DHCP).
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Valid driver's license and reliable transportation for onsite visits.
- Relevant certifications (CompTIA, Microsoft, Cisco) are a plus.
- Experience with Mac OS and Google office a plus.
