L2/L3 Support Technician MSP

We are looking to hire an experienced MSP support technician who enjoys working with customers and who has at LEAST 2 years of active MSP experience. The new hire will act as a point of contact for small and medium business customers regarding information technology-related problems. Assist our customers with support, incident management, and client communications for IT systems faults and service requests. Experience working with law firms is highly desirable.

Duties:
Microsoft M365 experience, including Intune, Identity Management, Conditional Access
GRC (Governance, Risk, and Compliance) Framework experience, including (NIST (National Institute of Standards and Technology), CIS (Center for Internet Security), HIPAA (Health Insurance Portability and Accountability), PCI-DSS, FTC (Federal Trade Commission), etc.)
Provide first and second line support for any information technology issues and problems
Provide assistance by phone, text, email and/or using a ticket management system
Track issues to resolution
Update the internal documentation with issue resolution details
Track user account creation, changes, and deletions
Support computers, laptops, tablets, smart phones, and applications
Maintain user accounts including rights, permissions, and systems groups
Manage critical incidents and related communications
Determine incident scope and impact quickly and accurately
Act as a liaison between customers and technical escalation teams

Key Competencies:
Excellent written and verbal communication skills are a must
Willingness to Learn New Things
Excellent customer service skills
Planning & organizational skills
Problem solving
Time management
Strong Knowledge of Microsoft M365
Strong Knowledge of Microsoft Windows 10/11 OS
Mac OSX knowledge a plus
Understanding of DNS
Windows Patch Management
Awareness of networking and routing
Microsoft/Office 365
Familiarity with common MSP tools (RMM, PSA, Documentation etc.)
Firewall management and VoIP experience is a plus
PowerShell and scripting experience is a plus

Must be open:
Occasional after hours
On Call may be required

Education:
College Degree or relevant work experience in information technology.
IT Certifications and Military Veteran with honorable discharge, is a plus.

This Job Is Ideal for Someone Who Is:
Dependable — more reliable than spontaneous
People-oriented — enjoys interacting with people and working on group projects
Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
Detail-oriented — would rather focus on the details of work than the bigger picture
Achievement-oriented — enjoys taking on challenges, even if they might fail
Process oriented — able to make enhancements to existing processes in order to streamline operations.