Tier 2 Support Desk Technician (MSP) - Remote

Overview

We’re looking for a true ticket crusher. Someone who doesn’t just respond to issues—you hunt them down, figure them out, and close them out clean. This is a fast-paced MSP environment supporting multiple clients, multiple systems, and a steady stream of real-world problems that don’t always have clean answers.

In Short

• Handle escalated support tickets across a variety of client environments
• Troubleshoot issues across Microsoft 365, Windows, networking, and end-user systems
• Own tickets from start to finish—no babysitting, no passing the buck
• Jump between clients and tech stacks without missing a beat
• Work closely with Tier 1 and Tier 3 to keep things moving and clients happy
• Document fixes and patterns so the same issue doesn’t slow the team down twice
• Spot recurring problems and think proactively, not just reactively

Requirements

• MSP experience is required (you’ve supported multiple clients, not just one internal environment)
• Strong troubleshooting instincts—you don’t panic when things break
• Solid working knowledge of:
• Microsoft 365 (Exchange, Teams, SharePoint basics)
• Windows OS (desktop + server fundamentals)
• Basic networking (DNS, DHCP, VPNs, firewalls)
• Experience working in a ticketing system (bonus if you’ve used ConnectWise or similar)
• Ability to prioritize and manage multiple tickets without getting buried
• Clear communication—both with clients and internally

Benefits

• You like solving problems more than just answering questions
• You take ownership—tickets don’t linger on your watch
• You’re comfortable in a high-volume environment and actually enjoy the pace
• You’ve been in the MSP world and understand the chaos (and the fun)