What You'll Be Doing:Provide Level 2 technical support for multiple types of environmentsServe as a first point of contact for all IT-related incidents and service requestsTroubleshoot and resolve advanced technical issues relating to desktop operating systems Windows (10/11), Microsoft 365 applications, and common business softwarePerform hardware diagnostics and replacement (workstations, laptops, printers, peripherals)Support basic to complex network troubleshooting (TCP/IP, DNS, DHCP, VPN connectivity, Wi-Fi) issuesWork on Windows Server administration task assignments Manage Microsoft 365 users, licenses, password resets for Exchange & SharePoint administrationCreate and manage support tickets using our PSA toolsMonitor and respond to RMM alerts (systems performance, patch management, endpoint health)Deploy and maintain endpoint security solutions (AV/EDR)Install and configure workstations, printers, and network devicesMaintain accurate documentation within PSA systems and internal knowledge databasesEscalate complex incidents to Tier 3 technicians with detailed troubleshooting notesAccurately log, track, and resolve tickets utilizing PSA toolsMaintain clear proactive communication with clients regarding issues status and resolutionCreate and maintain detailed documentation of client systems, configurations, and procedures to enable seamless service deliveryMaintain, repair, transport, and set up computer equipment as requiredOther duties as assignedWhat You Bring:3+ years of hands-on experience in a help desk or IT support role, preferably in an MSP or multi-client settingCompTIA A+, Network+, Microsoft, or SonicWall/Watchguard certifications are a plusComprehensive understanding of networking (DNS, DHCP, VPN, firewalls)Multiple years' experience in an MSP environment is a plusDetailed understanding of IT hardware and software installation, maintenance, and supportStrong troubleshooting and analytical skillsExcellent interpersonal and customer service skillsClear written and verbal communication skillsA proactive mindset and eagerness to learnAbility to manage multiple tasks and prioritize effectivelyAbility and desire to be part of a teamFlexibility with a positive attitudeComprehensive hands-on knowledge of Office 365 including Exchange, OneDrive, SharePoint, TeamsWillingness to learn and grow in a fast-paced environmentHands-on experience in a wide range of technologies and clientsWhat Success Looks LikeTimely and accurate ticket resolutionClear and professional client communicationProper documentation of troubleshooting stepsEscalations that are well-prepared and technically thoroughContinuous skill development and certification progressionReady to Launch Your IT Career? We're Hiring: Managed IT Services Level 2 TechnicianLocation: Southington CT office – In Office/On-siteDepartment: IT Support TeamReports to: IT Manager Summary:We are seeking a diligent, enthusiastic, and customer-focused Managed IT Services Level 2 Technician to join our growing team.