Managed Services Technician II

Managed Services Technician II

Company Overview

We are a Managed Services Provider based in Salisbury, MA, dedicated to keeping our clients' technology reliable, protected, and aligned with their business goals. Our mission is to deliver proactive IT solutions that prevent problems before they disrupt operations.

We partner closely with clients to strengthen their networks, safeguard their data, and empower their teams to work confidently and efficiently. Our work is guided by five core values: Teamwork, Always Improving, Do the Right Thing, Be Positive, and Deliver a Great Experience.

The Opportunity

This is an opportunity for an experienced IT professional to grow beyond traditional help desk support and build deep expertise in managed services. You will start by handling Level 2 support and managing backend MSP platforms, gaining hands-on experience with Microsoft 365, cybersecurity tools, backup systems, monitoring platforms, automation, documentation, and client onboarding.

What makes this role different is the clear, fast-track growth path. As you demonstrate capability, you will take on onsite client work, server deployments, network troubleshooting, security projects, infrastructure upgrades, and become a trusted technical resource for clients. If you are ambitious, enjoy solving complex problems, and want a defined path into field services, infrastructure, cloud, and cybersecurity, this role is designed for you.

What You'll Do

• Resolve escalated Level 2 support tickets involving Microsoft 365, Windows, networking, security, backups, and business applications.
• Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, licensing, MFA, conditional access, and mailbox administration.
• Monitor and manage RMM alerts, patch compliance, endpoint health, backup platforms, and security systems to maintain stable client environments.
• Configure and support RMM administration including device onboarding, software deployment, automation, monitoring policies, and alert management.
• Review, triage, and respond to backup, endpoint security, email security, and Microsoft 365 security alerts to reduce risk for clients.
• Troubleshoot DNS, email delivery, SPF, DKIM, DMARC, VPN, firewall, and networking issues to restore connectivity and performance.
• Support client onboarding by deploying monitoring, backup, security, remote support, and documentation standards across new environments.
• Maintain accurate, up-to-date documentation for client environments, vendors, licensing, systems, and procedures.
• Assist with onsite client visits, deployments, projects, and infrastructure work as your responsibilities grow.

What Success Looks Like

• Within the first 3–6 months, you are independently resolving most Level 2 tickets, managing Microsoft 365 administration tasks, and keeping documentation current and reliable.
• You consistently maintain healthy RMM, backup, and security alert queues, proactively addressing issues before they impact client operations.
• Clients and teammates recognize you as a dependable technical resource who communicates clearly, follows through, and owns outcomes.
• Within the first year, you are contributing to onsite work and small projects such as server installations, network changes, Microsoft 365 migrations, and basic cybersecurity initiatives.

What We're Looking For

• 3–5 years of experience in MSP, managed services, help desk, systems administration, field support, or business IT environments.
• Strong Windows 10 and Windows 11 troubleshooting skills and experience supporting Microsoft 365 environments.
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions, plus familiarity with networking, VPNs, Wi‑Fi, firewalls, endpoint security, and backup solutions.
• Clear written and verbal communication skills, strong documentation habits, and the ability to work independently, manage priorities, follow established processes, and embrace onsite client work as your role expands.

Compensation and Benefits

• $75,000–$85,000 salary based on experience, plus quarterly profit-sharing opportunities based on company performance and your contributions.
• 18 days PTO, 9 paid U.S. holidays, Simple IRA with company match up to 3%, medical insurance with employer contribution, and dental and vision insurance options.
• Full-time, in-person role based in Salisbury, MA.
• Ongoing training and certification support, with clear career advancement opportunities into field services, infrastructure, cloud, and cybersecurity.

How to Apply

If this opportunity aligns with your experience and career goals, please submit your resume and a brief note outlining your relevant MSP or IT support experience and interest in this role.