Help Desk / Tier 2 Support Technician (MSP Environment)

Advanced IT Support is a managed IT services provider serving small and mid-sized businesses (5-100 users) across Jacksonville and St. Augustine. Since 2014, we've helped organizations stay secure, productive, and supported across Microsoft 365, Google Workspace, Windows, and Mac environments. We operate with clear standards, strong documentation practices, and a team-first mindset. Our technicians are trusted advisors to our clients and represent the company both remotely and onsite. The Role We are hiring a strong Tier 2 Support Technician who can operate independently in client environments while still handling Tier 1 tasks when needed. This role includes a mix of in-office work and onsite visits to client locations. You will troubleshoot escalated issues, support user environments, assist with projects, and maintain a high level of professionalism in front of clients. This is not a pure help desk position and not a pure project role. It's a hands-on technical role requiring problem-solving ability, client communication skills, and operational discipline. Responsibilities Troubleshoot escalated Microsoft 365, email, and identity issues Support and configure Windows workstations and user environments Handle Tier 1 tickets when volume requires Assist with client onboarding and workstation deployments Support networking troubleshooting (DNS, DHCP, firewall basics) Participate in onsite installations and support visits Document all work clearly and completely Escalate appropriately while maintaining ownership Required Qualifications 5+ years of IT support experience (MSP experience strongly preferred) Strong working knowledge of Microsoft 365 (users, groups, licensing, mail flow) Solid Windows troubleshooting experience Understanding of networking fundamentals (DNS, DHCP, TCP/IP) Experience working directly with end users Strong written and verbal communication skills Ability to manage multiple priorities Physical & Work Requirements Must be able to lift and carry up to 50 lbs Comfortable working on ladders when required (AP installs, cabling, etc.) Willing to travel locally to client sites Professional appearance and demeanor when onsite Preferred Experience Experience with RMM and PSA tools Exposure to security best practices (MFA, phishing prevention, least privilege) Basic firewall and network troubleshooting experience Google Workspace familiarity What Success Looks Like Within the first few weeks, you will: Confidently handle Tier 1 tickets independently Take ownership of escalated issues with structured troubleshooting Communicate clearly with clients onsite and remotely Maintain clean, consistent documentation Demonstrate steady improvement and technical depth What We Offer Structured onboarding with clear expectations Exposure to diverse client environments Stable, established MSP (in business since 2014) Competitive compensation based on experience Growth path into advanced Tier 2, projects, or specialization

Job Type:

Full-time Pay:

$50,000.00 - $60,000.00 per year

Benefits:

401(k) Health insurance Paid time off Application Question(s): This position requires onsite work at the clients location, are you OK with this? List your top 2 favorite movies What PSA/RMM have you used? This position requires occasional work on a ladder as well as carrying up to 50lbs, are you OK with this? Write a properly documented ticket resolution for this scenario: "A user reports that a network printer is not printing. Other users may or may not be affected." We are evaluating clarity, structure, and documentation quality not perfection. This helps us understand your technical thinking and communication approach. Applications missing the requested question will not be considered.

Experience:

MSP:

2 years (Required) Ability to

Commute:

Jacksonville, FL 32216 (Required)

Work Location:

In person