IT Support Technician - II

About Us At Mercer Bucks Technology, we believe IT should be simple, effective, and human. We're a growing managed services provider that helps small businesses and nonprofits do more with their technology—through friendly service, proactive support, and strategic planning. We're looking for a hands-on IT Support Technician to lead our support team and ensure our clients feel taken care of every step of the way. What You'll Do As a Level 2 IT Support Technician, you'll play a key role in supporting our clients by handling escalated support requests, more complex troubleshooting, and day-to-day technical issues that go beyond the basics. You'll work closely with our Help Desk Supervisor and Level 1 team to keep support tickets moving, minimize downtime for our clients, and document the solutions that keep everything running smoothly. Key Responsibilities Act as an escalation point for Level 1 technicians, resolving complex technical issues across client environments Deploy, manage, and troubleshoot Microsoft Intune (Endpoint Manager) including device enrollment, compliance policies, and Autopilot Administer and support Microsoft Azure / Entra ID environments (user identity, conditional access, MFA, and cloud resources) Support and maintain Microsoft 365 environments (Exchange Online, Teams, SharePoint) Configure, maintain, and troubleshoot firewalls and network infrastructure across client sites Implement and support site-to-site and remote access VPNs Work with VLANs, switching, routing, DNS, and DHCP in multi-client environments Monitor and respond to alerts from RMM and security platforms Perform proactive maintenance to improve performance, reliability, and security Assist with client onboarding, migrations, and standardization projects Document environments, procedures, and resolutions in company systems Collaborate with senior engineers on advanced infrastructure and security initiatives Required Qualifications 3+ years of experience in an MSP or multi-tenant IT support environment Hands-on experience with: Microsoft Intune (device management, policies, Autopilot) Microsoft Azure / Entra ID (identity, access control, basic cloud infrastructure) Strong networking fundamentals:

TCP/IP, DNS, DHCP

VLANs, routing, switching Experience with firewall configuration and management (NAT, rules, VPNs) Proficiency with Windows 11 and Windows Server environments Experience administering Microsoft 365 Experience using RMM and PSA tools Nice-to-Haves (Not Required) CompTIA A+, Network+, or Microsoft certifications Experience with RingCentral, 3CX, or other VoIP systems Familiarity with HIPAA, compliance-driven environments, or nonprofits Background in backup solutions, cybersecurity tools, or patch management Why You'll Love It Here Work with a team that truly enjoys helping others and having fun doing it Be part of a growing company where your voice matters and your career can grow Get exposure to different industries and IT environments—no two days are alike Learn, grow, and level up with certification and training support Benefits Competitive salary based on experience Health, dental, and vision insurance PTO, paid holidays, and flexible scheduling Professional development support Casual, team-first work environment

Job Type:

Full-time Pay:

$63,000.00 - $68,000.00 per year

Benefits:

Dental insurance Employee discount Flexible schedule Health insurance Paid time off Professional development assistance Referral program Vision insurance Application Question(s): Do you currently hold any certifications within the microsoft suite? firewall certifications? Are you willing to travel to be on site for local clients?

Experience:

IT support: 3 years (Preferred) Ability to

Commute:

Feasterville-Trevose, PA 19053 (Preferred)

Work Location:

In person