Help Desk Level 2 Technician - MSP

Job Description

Job Description

Help Desk Level 2 Technician (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 Help Desk Level 2 Technician with exposure to Level 3 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

Company Description

Waytek is a Managed IT Services Provider (MSP) serving businesses throughout the South Jersey and Philadelphia region. For over two decades, we have helped organizations improve security, modernize technology, reduce risk, and support their employees through proactive IT services and strategic guidance.

We believe technology should enable businesses, not slow them down. Our team works closely with clients to provide responsive support, practical solutions, and trusted guidance across cybersecurity, cloud services, infrastructure, backups, disaster recovery, Microsoft 365, networking, and ongoing IT operations.

Our mission is to educate, empower, and elevate our clients through reliable technology, proactive support, and trusted partnerships. We strive to be more than a vendor. We aim to be an extension of our clients' teams and a trusted resource for their business success.

Company Description

Waytek is a Managed IT Services Provider (MSP) serving businesses throughout the South Jersey and Philadelphia region. For over two decades, we have helped organizations improve security, modernize technology, reduce risk, and support their employees through proactive IT services and strategic guidance.\r\n\r\nWe believe technology should enable businesses, not slow them down. Our team works closely with clients to provide responsive support, practical solutions, and trusted guidance across cybersecurity, cloud services, infrastructure, backups, disaster recovery, Microsoft 365, networking, and ongoing IT operations.\r\n\r\nOur mission is to educate, empower, and elevate our clients through reliable technology, proactive support, and trusted partnerships. We strive to be more than a vendor. We aim to be an extension of our clients' teams and a trusted resource for their business success.