Level 2 IT Support Technician - MSP

IAG Business Technology is seeking an experienced Level 2 IT Support Technician to join our managed services team.

This is not a script-based help desk position. You will take ownership of technical issues involving Microsoft 365, Windows workstations, Windows servers, networks, cloud services, security tools, and business applications. You will work directly with clients, collaborate with other technicians, and help businesses use technology more securely and effectively.

The right candidate enjoys troubleshooting, communicates well with both technical and nontechnical users, documents their work accurately, and knows when to research, resolve, collaborate, or escalate.

What You Will Do

• Troubleshoot and resolve Level 2 support requests involving Windows workstations, servers, networks, Microsoft 365, and business applications.
• Support Windows 10 and Windows 11 computers in business environments.
• Administer Microsoft 365 services, including Exchange Online, user accounts, licensing, permissions, and multifactor authentication.
• Support Microsoft Entra ID, Intune, and traditional Active Directory environments.
• Maintain Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file shares, permissions, and event logs.
• Diagnose connectivity problems involving LANs, wireless networks, VPNs, firewalls, switches, DNS, and internet services.
• Perform new-user setup, employee offboarding, computer deployments, software installations, and workstation replacements.
• Assist with server, cloud, Microsoft 365, security, backup, and infrastructure projects.
• Monitor and respond to alerts generated by remote monitoring, backup, endpoint-security, and infrastructure-management systems.
• Communicate clearly with clients throughout the troubleshooting process.
• Create accurate service-ticket notes, technical documentation, and time entries.
• Perform occasional onsite service at client locations throughout the Houston area.
• Participate in planned after-hours work when required for maintenance, migrations, or client projects.

Required Qualifications

• At least three years of professional IT support experience in a business environment.
• Hands-on experience troubleshooting Windows computers, Microsoft 365, networks, and Windows Server systems.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, file permissions, and Windows event logs.
• Ability to independently investigate technical problems and carry them through resolution.
• Understanding of common networking concepts, including TCP/IP, subnets, VLANs, VPNs, firewalls, switches, and wireless networks.
• Strong verbal and written communication skills.
• Professional and patient approach when working directly with clients.
• Ability to prioritize multiple tickets and maintain accurate documentation.
• Valid driver’s license, reliable transportation, and ability to travel to local client sites.

Preferred Qualifications

• Previous experience working for a managed services provider or outsourced IT company.
• Experience with an RMM, PSA, or professional ticketing platform.
• Experience with ConnectWise Automate, ConnectWise ScreenConnect, or similar tools.
• Experience administering Microsoft Entra ID, Intune, Azure, and Exchange Online.
• Familiarity with Fortinet, Acronis, endpoint-security platforms, and cloud backup solutions.
• Experience with server migrations, Microsoft 365 migrations, or infrastructure projects.
• Microsoft, CompTIA, Fortinet, or other relevant technical certifications.

Certifications are valued, but practical troubleshooting ability, client communication, and personal accountability are more important than collecting credentials.

IAG is an information technology services company that serves small and medium sized businesses, with special expertise in the IT needs of law firms, medical practices, financial service providers and energy companies. We provide reliable, secure, and personalized technology services that support the day-to-day needs and strategic business goals of our clients, 24/7. I

IAG is an award winning MSP headquartered in Houston TX. Ranked as one of the Top 25 Largest Information Technology Consultants in the area (HBJ Book of Lists) and Repeat winner of the BBB Awards of Excellence, Winners of Distinction award, IAG has the privilege of working with best-in-class customers and has the ability to hire great employees. IAG strives to find the best candidates to integrate into the team. We feel that with this team focus, great things will happen.