About the Company:
We're a Managed Service Provider in Salisbury, MA dedicated to keeping our clients' technology reliable, protected, and aligned with their business goals. Our mission is to deliver proactive IT solutions that prevent problems before they disrupt operations. We partner closely with clients to strengthen their networks, safeguard their data, and empower their teams to work confidently and efficiently. We strive to be a trusted extension of every client's business. This role is ideal for someone who takes pride in doing great work and wants to grow with a company that values reliability, teamwork, and integrity. You'll earn a competitive salary with profit sharing, enjoy paid holidays and PTO, and have access to a company-matching IRA and health benefits. You'll also have the opportunity to work with a skilled, supportive team that's focused on doing things the right way. Most importantly, you'll build real expertise and long-term career stability not just another job, but a place where your effort and professionalism truly matter.
Our company is guided by core values that shape how we work together and serve our clients. We believe in:
Teamwork, supporting each other to solve problems efficiently and share knowledge.
Always Improving drives us to learn, adapt, and refine our processes to deliver better outcomes.
We strive to Do the Right Thing, making ethical choices and acting with integrity in every client interaction.
Be Positive encourages a constructive, solution-oriented mindset
Deliver a Great Experience reminds us that client satisfaction and trust are at the heart of everything we do. These principles ensure we operate cohesively, stay aligned on our mission, and achieve shared business goals.
IT Technician 2 Benefits:
Joining our team means you will enjoy a wide range of benefits designed to support your personal and professional well-being
Compensation starting at $70,000 - $85,000
Quarterly Profit Sharing bonuses based on company success & your contributions
18 Days PTO
9 Paid U.S. Holidays per year
Retirement Savings - Simple IRA w/ company match up to 3%
Self-funded Aflac insurance for vision, dental, etc
Medical insurance - several options to choose from w/ 50% employer contribution for individual and family
Ongoing training & development - certification support available for job-related skills
About the Position:
This position is in person, not remote.
Salisbury MA
This is a Level 2 managed services role split between help desk work and backend MSP platform support. The right person should be able to handle escalated support tickets while also helping maintain the tools, systems, alerts, documentation, backups, Microsoft 365 environments, security platforms, and onboarding work that keep client environments reliable and standardized. This role is also intended to grow into a field/service technician position. With strong performance, the career path can move quickly into onsite deployments, client onboarding, field work involving servers, networks, and security, and becoming a go-to technician for clients in person.
- Not an entry-level position: requires self-management and decision-making skills.
- Fast-tracked career path into onsite work with strong performance leading to:
- Running onsite deployments and onboarding.
- Handling fieldwork involving servers, networks, and security.
- Becoming a go-to technician for clients in person.
Daily Responsibilities:
Daily responsibilities include a mix of help desk work, backend managed services work, escalated Level 2 support, documentation, client onboarding, and onsite technical support when needed.
Review RMM alerts, device health, agent status, monitoring policies, patching status, failed checks, and platform exceptions.
Support NinjaOne or similar RMM administration, including policies, software deployment, scripting, automation, device onboarding, alert tuning, and remote access.
Administer Microsoft 365 environments, including users, licensing, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, conditional access, security settings, shared mailboxes, distribution groups, and mailbox permissions.
Review and respond to endpoint protection, email security, backup, and Microsoft 365 security alerts.
Monitor backup platforms, investigate failed backups, confirm backup health, verify cloud and local backup status, and escalate unresolved issues.
Support client onboarding by deploying and verifying RMM agents, endpoint security, backup tools, remote access tools, monitoring policies, patching standards, documentation, and security baselines.
Maintain client documentation for devices, passwords, vendors, licensing, Microsoft 365 tenants, firewalls, backups, networks, remote access, and client standards.
Troubleshoot DNS and email delivery issues, including MX, SPF, DKIM, DMARC, TXT, CNAME, autodiscover, spam filtering, and mail flow.
Assist with escalated Level 2 tickets involving Microsoft 365, Windows, networking, firewalls, VPNs, printers, applications, backups, RDS, endpoint security, and common business applications.
Provide onsite support when needed for workstation deployments, computer migrations, client onboarding visits, server checks, RDS issues, firewall/VPN troubleshooting, network issues, and project work.
Enter accurate ticket notes, time entries, next steps, documentation updates, and internal follow-up items.
Requirements:
This is not an entry-level helpdesk role. The right candidate should have strong Level 2 technical ability, managed services experience, and the flexibility to assist onsite when required.
3 to 5 years of helpdesk, MSP, managed IT services, field support, systems administration, or business IT support experience.
Strong Windows 10 and Windows 11 troubleshooting experience.
Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, file shares, mapped drives, permissions, and basic server administration.
Experience supporting Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID, MFA, conditional access, shared mailboxes, distribution groups, mailbox permissions, and tenant administration.
Experience with an RMM platform. NinjaOne experience is strongly preferred.
Experience with endpoint protection, email security, backup monitoring, backup troubleshooting, and remote support tools.
Strong understanding of TCP/IP, VPN, Wi-Fi, firewalls, DNS, DHCP, and basic networking concepts.
Ability to troubleshoot DNS, email delivery, spam filtering, Microsoft 365 mail flow, domain records, printers, scanners, and common business applications.
Ability and willingness to perform onsite client work when needed.
Strong written and verbal communication skills with clear real-time documentation habits.
Ability to work independently, follow process, manage priorities, and escalate appropriately.
Additional Qualifications:
The following experience is not required for every candidate, but it would make someone a strong fit for this position.
MSP or IT services provider experience.
NinjaOne RMM administration, including patching, alerting, scripting, software deployment, agent deployment, device onboarding, and remote support.
Sophos Central, Sophos Endpoint Protection, Sophos Email Protection, Microsoft Defender, or similar security platforms.
Axcient, Barracuda, Microsoft 365 backup, or similar backup platforms.
Microsoft 365 security experience, including MFA, conditional access, compromised account response, mail flow security, and security recommendations.
Remote Desktop Services or terminal server support.
SonicWall, Fortinet, Sophos VPN troubleshooting, firewall rules, port forwarding, and basic network security.
Cloudflare, DNS management, SPF, DKIM, DMARC, MX, TXT, and CNAME records.
Ubiquiti, wireless access points, switches, and general network troubleshooting.
Ninja Quick Connect, IT Glue, AutoElevate, or similar MSP tools.
macOS business support.
QuickBooks, Sage, Microsoft Access, or other business application troubleshooting is a plus.
CompTIA A+, Network+, Security+, Microsoft, Sophos, or equivalent real-world experience.
