About Us:

At Sentium Tech, we provide IT managed services to healthcare providers, professional organizations and other small businesses. As a growing MSP based in West Hartford, CT, we are passionate about delivering high-quality support and strategic IT solutions to our clients. We believe in building a strong, reliable, and collaborative team to serve our customers better.

Position Overview:

We are seeking a skilled and customer-focused Tier 2 Technical Support Engineer to join our team. This role can be worked remotely however local client site visits will be needed in the Connecticut area. You will handle escalated technical issues, assist in project deployments, and serve as a key technical resource for both internal teams and clients. The role comes with performance incentives tied to service levels and response targets.

Key Responsibilities:

Provide Tier 2 support for escalated issues related to workstations, servers, networking equipment, cloud services, and security systems. Troubleshoot and resolve hardware, software, and network problems across multiple client environments. Assist with the deployment of IT projects, including server upgrades, network setups, and Office 365 migrations. Maintain detailed documentation for client environments, tickets, and project work. Monitor and manage RMM alerts and proactively resolve issues before client impact. Meet defined service level targets for response time, resolution time, and customer satisfaction. Communicate clearly and professionally with clients, keeping them informed of issue status and progress.

Required Skills and Experience:

4-5 years of IT support experience within an IT MSP work background. Strong knowledge of Windows Server, Microsoft 365, Active Directory, networking concepts (TCP/IP, DNS, DHCP, VPN), and backup solutions. Experience with remote monitoring and management (RMM) tools. Understanding of cybersecurity best practices; familiarity with security frameworks is preferred. Ability to troubleshoot technical problems independently and escalate appropriately. Great communication and customer service skills. Detail-oriented with strong organizational skills.

Work Environment:

Regular office hours Monday-Friday 8am -5pm with an hour for lunch Collaborative, team-focused environment with opportunity for career growth.

Compensation Package:

Base salary up to $75,000 with performance bonus linked to service level achievement Health Insurance Paid time off (vacation, sick days, holidays) Professional development assistance (certification support)

Job Type:

Full-time Pay:

$70,000.00 - $75,000.00 per year

Benefits:

Health insurance Paid time off

Compensation Package:

Performance bonus

Experience:

IT MSP:

4 years (Required)

License/Certification:

Driver's License (Required)

Work Location:

In person