Job Description
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About Us
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We are a growing Managed Service Provider serving small and mid-sized businesses. We are not a giant help desk where clients are just a ticket number. We are a small, capable team that takes pride in showing up, owning problems, and treating our clients like they matter. We handle everything from day-to-day support to full infrastructure projects, and we believe a small company that cares more can outperform a big one every time.
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About the Role
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We are looking for a strong Tier 2 technician who can resolve the tougher tickets and take ownership of our service board. You will be the person who catches the issues our Tier 1 technicians cannot solve, and the one who keeps work organized and moving so nothing falls through the cracks.
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This is a hands-on technical role first. Most of your day is spent resolving tickets and keeping the board running smoothly: triaging what comes in, prioritizing what matters, and making sure tickets get driven to completion. It is a great fit for a technician who takes pride in solving hard problems and keeping things organized, and who wants room to take on more responsibility over time.
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What You'll Do
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Technical Support
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• Resolve complex tickets across networking, Microsoft 365, identity, endpoints, and small business infrastructure
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• Serve as the go-to technical resource when a Tier 1 technician gets stuck
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• Work tickets methodically and see them through to resolution rather than passing them along
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• Handle onsite work when an issue cannot be resolved remotely
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• Document your work clearly so the next person knows what was done and why
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Service Board Ownership
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• Own the day-to-day service board: triage, prioritization, and assignment
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• Keep tickets moving and drive them to completion so nothing sits or falls through the cracks
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• Monitor aging and stalled tickets, especially during busy periods
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• Watch SLA adherence and flag risks before they become problems
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• Help keep the whole team organized and on track
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What We're Looking For
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Required
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• 3+ years in an MSP or multi-client IT support environment
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• Genuine Tier 2 troubleshooting depth: you can independently resolve the issues that stump a Tier 1
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• Strong across networking, Microsoft 365, Windows, and common small business infrastructure
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• The ability to hold a complex problem across multiple sessions and methodically work it to resolution
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• A track record of owning issues to completion rather than letting them sit
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• Organized and disciplined, the kind of person who does not let things slip when it gets busy
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• Reliable transportation and a valid driver's license for onsite work
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Nice to Have
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• Experience owning or running a service board or ticket queue
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• Experience with a PSA and RMM platform (ConnectWise is a plus)
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• Relevant certifications (CompTIA, Microsoft, networking, etc.)
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• Experience supporting or mentoring junior technicians
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What We Offer
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• $58,000 to $68,000 per year, based on experience
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• Fully paid health insurance
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• Paid time off and paid holidays
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• Certification and training reimbursement
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• Room to grow and take on more responsibility as you prove yourself
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• A direct line to leadership and real input on how we operate
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• A small, supportive team where your work is seen and appreciated
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Why Join Us
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On a small team, your work is visible and it matters. You are not just a name in a queue. If you are a strong technician who likes solving hard problems and keeping things running, you will do well here, and there is room to grow as we grow.
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How to Apply
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If this sounds like you, we would love to hear from you. Apply with your resume and a short note about your experience. We read every application and respond to serious candidates directly.