Overview
Job Description
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. This is an excellent opportunity for someone passionate about technology, who is eager to learn, grow and continue to expand their foundation in the IT field.In this role you will support small to medium-sized businesses by resolving everyday technical issues, providing IT infrastructure support, and delivering exceptional client experience. You will work closely with team members, utilizing your experience with real-world IT environments.At Automated Business Solutions, we are committed to providing outstanding service in every interaction. The ideal candidate will bring strong technical aptitude, excellent problem-solving skills, and clear, professional communication abilities. What You'll Be Doing:Provide Level 2 technical support for multiple types of environments
Serve as a first point of contact for all IT-related incidents and service requests
Troubleshoot and resolve advanced technical issues relating to desktop operating systems Windows (10/11), Microsoft 365 applications, and common business software
Perform hardware diagnostics and replacement (workstations, laptops, printers, peripherals)Support basic to complex network troubleshooting (TCP/IP, DNS, DHCP, VPN connectivity, Wi-Fi) issues
Work on Windows Server administration task assignments Manage Microsoft 365 users, licenses, password resets for Exchange & SharePoint administration
Create and manage support tickets using our PSA tools
Monitor 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 devices
Maintain accurate documentation within PSA systems and internal knowledge databases
Escalate complex incidents to Tier 3 technicians with detailed troubleshooting notes
Accurately log, track, and resolve tickets utilizing PSA tools
Maintain clear proactive communication with clients regarding issues status and resolution
Create and maintain detailed documentation of client systems, configurations, and procedures to enable seamless service delivery
Maintain, repair, transport, and set up computer equipment as required
Other duties as assigned
What You Bring:3+ years of hands-on experience in a help desk or IT support role, preferably in an MSP or multi-client setting
CompTIA A+, Network+, Microsoft, or SonicWall/Watchguard certifications are a plus
Comprehensive understanding of networking (DNS, DHCP, VPN, firewalls)Multiple years' experience in an MSP environment is a plus
Detailed understanding of IT hardware and software installation, maintenance, and support
Strong troubleshooting and analytical skills
Excellent interpersonal and customer service skills
Clear written and verbal communication skillsA proactive mindset and eagerness to learn
Ability to manage multiple tasks and prioritize effectively
Ability and desire to be part of a team
Flexibility with a positive attitude
Comprehensive hands-on knowledge of Office 365 including Exchange, OneDrive, SharePoint, TeamsWillingness to learn and grow in a fast-paced environment
Hands-on experience in a wide range of technologies and clients
What Success Looks LikeTimely and accurate ticket resolution
Clear and professional client communication
Proper documentation of troubleshooting steps
Escalations that are well-prepared and technically thorough
Continuous skill development and certification progression
Ready to Launch Your IT Career?Visit our website absne.com to learn more about our company and to submit your application.
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