Helpdesk Engineer – Level II (MSP)

Tri-Cities IT Inc.

Bristol, TN 37620

$45,851.93 - $55,219.53 a year - Full-time

Profile insights

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Certifications

Do you have a valid MCSE certification?

Skills

Do you have experience in macOS?

Job details

Pay

$45,851.93 - $55,219.53 a year

Job type

Full-time

Benefits

Pulled from the full job description

Health insurance
Paid time off
Vision insurance

Full job description

Job Summary
We are seeking a skilled Helpdesk Engineer – Level II to join our Managed Service Provider (MSP) team. This role involves providing advanced technical support and troubleshooting for a diverse range of client IT environments. The ideal candidate will possess strong problem-solving skills, comprehensive knowledge of IT infrastructure, and excellent customer service abilities. The position offers an opportunity to work with cutting-edge technologies and contribute to maintaining reliable IT services for our clients.

Responsibilities

Deliver advanced technical support for hardware, software, and network issues across client environments.
Troubleshoot and resolve software problems related to operating systems such as Windows, macOS, and Linux.
Manage computer systems, including desktop support, server management, and hardware troubleshooting.
Support network administration tasks including DNS, TCP/IP, LAN, VPNs, firewalls, and Meraki devices.
Utilize tools like SCCM, GPO, Active Directory, BMC Remedy, ServiceNow, Jira for incident tracking and system management.
Assist with IT infrastructure maintenance and upgrades to ensure optimal performance and security.
Communicate effectively with clients to understand issues and provide clear solutions while maintaining high customer service standards.
Document support activities thoroughly in ticketing systems and follow up to ensure resolution.
Collaborate with team members on complex issues requiring analysis skills and technical expertise.

Requirements

Proven experience in technical support or desktop support roles within an MSP environment or similar setting.
Strong knowledge of Microsoft Office Suite, Windows Server environments, Active Directory, DNS, TCP/IP protocols, and network administration.
Familiarity with Windows, macOS and Linux operating systems.
Experience supporting mobile devices and operating systems.
Proficiency with tools such as SCCM, GPO, BMC Remedy, ServiceNow, Jira for ticketing and management processes.
Knowledge of network security components including VPNs and firewalls (e.g., Meraki).
Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
Strong analysis skills for diagnosing complex problems quickly and accurately.
Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or Cisco CCNA are preferred but not mandatory.
Ability to work independently or as part of a team in a fast-paced environment. This role is ideal for IT professionals passionate about delivering exceptional service while advancing their technical expertise in a dynamic MSP setting.

Job Type: Full-time

Pay: $45,851.93 - $55,219.53 per year

Benefits: