IT Support Technician - II

Benefits We value our employees and are committed to supporting their professional growth and overall well-being.

Eligible employees may receive:

Paid Time Off (PTO) Professional Development Assistance Certification Reimbursement Opportunities Flexible Work Environment (based on client and business needs) Technology and Training Resources Career Growth and Advancement Opportunities Position Summary We are seeking an experienced and customer-focused IT Support Technician to join our growing team. This role is responsible for providing remote and onsite technical support to clients, maintaining stable and secure IT environments, and serving as a trusted technical resource for client organizations. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and hands-on experience supporting a wide range of technologies within an MSP or similar fast-paced IT environment. Essential Duties and Responsibilities Client Support & Service Delivery

• Provide timely and effective technical support to clients via phone, email, remote tools, and onsite visits.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Communicate technical concepts clearly and professionally to non-technical users.
• Build and maintain positive client relationships through exceptional customer service.
• Accurately document support requests, troubleshooting steps, resolutions, and system updates within the ticketing system. Systems Administration & Infrastructure Support
• Install, configure, maintain, and troubleshoot Windows and macOS operating systems and related hardware/software.
• Support cloud-based services including Microsoft 365, Azure, AWS, and Google Workspace.
• Configure and troubleshoot network infrastructure including routers, switches, firewalls, VPNs, and wireless access points.
• Assist with designing and implementing network environments for new and existing clients.
• Administer Windows Server environments including: ○ Active Directory ○ Group Policy (GPO) ○ DNS ○ DHCP ○ File sharing services Security & Monitoring
• Monitor and respond to alerts generated by RMM, MDR, and EDR platforms.
• Support implementation of cybersecurity best practices and endpoint security standards.
• Assist with backup and disaster recovery solutions to ensure business continuity and data integrity.
• Identify potential system vulnerabilities and escalate concerns as appropriate. Vendor & Project Coordination
• Coordinate with third-party vendors for issue resolution, procurement, and project support.
• Participate in technology deployments, upgrades, and infrastructure improvement projects.
• Maintain accurate technical documentation, network diagrams, and client configuration records. Qualifications Experience
• Minimum of 3-5 years of professional IT support experience, preferably within a Managed Service Provider (MSP) environment.
• Experience supporting Microsoft 365, Azure, Google Workspace, or similar cloud platforms.
• Experience working with RMM, MDR/EDR, and backup solutions preferred.
• Experience administering Windows Server environments and network infrastructure. Technical Skills
• Strong troubleshooting experience with Windows 10/11 and macOS.
• Working knowledge of: ○ TCP/IP ○ DNS ○ DHCP ○ VLANs ○ VPNs ○ Wireless networking
• Experience with Active Directory and user account administration.
• Familiarity with virtualization technologies such as VMware or Hyper-V preferred.
• PowerShell scripting experience is a plus. Soft Skills
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team setting.
• Customer-focused mindset with a commitment to service excellence. Education & Certifications
• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent work experience may be considered.
• Relevant industry certifications are strongly preferred, including: ○ CompTIA A+ ○ Network+ ○ Security+ ○

Microsoft Certified:

Azure Administrator Associate ○

Microsoft Certified:

Modern Desktop Administrator Associate Physical Requirements

• Ability to lift and move computer equipment and peripherals as needed.
• Ability to travel to client sites as required.
• Ability to sit, stand, and work at a computer for extended periods. Additional Requirements
• Valid driver's license and reliable transportation required for onsite client support.
• Availability for occasional evening or weekend support based on business needs.
• Ability to attend occasional networking or business development events.

Equal Employment Opportunity Statement We are an Equal Opportunity Employer and are committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.

Pay:

$47,840.00 - $62,400.00 per year

Benefits:

Flexible schedule Paid time off Professional development assistance Application Question(s): Do you have experience with Microsoft 365, Azure, Google Workspace, or similar cloud platforms? Do you have experience working with RMM, MDR/EDR, and backup solutions preferred? Do you have experience administering Windows Server environments and network infrastructure? Do you have experience troubleshooting with Windows 10/11 and macOS? Do you have any certifications (i.e CompTIA A+, Network +, and etc.)?

Education:

Associate (Required)

Experience:

IT support: 3 years (Required)

Azure:

3 years (Required)

Location:

Charlotte, NC 28226 (Required) Ability to

Commute:

Charlotte, NC 28226 (Required) Willingness to travel: 25% (Required)

Work Location:

In person