Position Summary
We are seeking an experienced Level 2 IT Support Technician to provide remote and onsite support for business clients.
The ideal candidate can troubleshoot independently, communicate professionally, manage technical issues from start to finish, and assist with both day-to-day support and IT projects.
Experience with structured cabling, low-voltage systems, surveillance, access control, or network installation is a plus.
Duties
- Provide advanced technical support for desktop, laptop, mobile devices, and peripherals across various operating systems including Windows and macOS
- Troubleshoot hardware issues related to computer hardware, network equipment, printers, and other IT equipment
- Resolve software problems involving operating systems, applications such as Microsoft Office
- Manage network troubleshooting tasks including DNS, TCP/IP, VPNs, firewalls, LAN/WAN configurations, and network connectivity issues
- Manage support tickets through PSA and RMM platforms
- Conduct equipment troubleshooting for hardware failures or malfunctions and perform routine maintenance on IT infrastructure components
- Communicate effectively with end-users via help desk systems to document issues accurately and provide timely updates
Qualifications
Required Qualifications
- 3+ years of IT support experience
- Strong Windows desktop troubleshooting skills
- Microsoft 365 administration experience
- Working knowledge of Windows Server and Active Directory
- Strong understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, and Wi-Fi
- Experience troubleshooting firewalls, switches, and business networks
- Ability to manage technical issues independently
- Strong written and verbal communication skills
- Strong documentation and organizational habits
- Valid driver’s license and reliable transportation for local onsite visits
Preferred Qualifications
- Previous MSP or multi-client support experience
- Experience with RMM, PSA, and documentation platforms
- Microsoft Intune and endpoint management experience
- Experience with Ubiquiti, SonicWall, Fortinet, Cisco, or similar platforms
- Cybersecurity, endpoint protection, backup, or business continuity experience
- Healthcare IT or HIPAA-related experience
- Structured cabling or low-voltage installation experience
- Surveillance camera or access control experience
- CompTIA, Microsoft, Cisco, or other relevant certifications
Ideal Candidate
- Takes ownership of issues and follows them through completion
- Can prioritize multiple tickets and projects
- Communicates clearly with both technical and non-technical users
- Works well independently without constant supervision
- Is dependable, organized, and detail-oriented
- Is comfortable working in a growing environment with evolving processes
- Is willing to assist with both remote support and occasional field work
Work Location: Hybrid remote in Cleveland, OH 44126
