The MSP/IT Tier 2 Technician role will serve as an escalation resource for Telecom’s Tier 1 Helpdesk Team, handling all onsite support and coordinating closely with the service coordinator for scheduling needs. Leveraging their expertise, the technician will troubleshoot and resolve technical issues related to IT, networking technologies, and applications supported by Telecom Business Solutions, Inc., through both remote and onsite efforts. They will collaborate with vendors, manufacturer support, and internal Solutions Architects to tackle complex issues and fulfill support requests effectively.  

 Additionally, this role involves managing and assisting with various IT and networking technology projects for clients.  

Responsibilities:  

• Represents TeleCom with a professional appearance and demeanor.  

• Communicates/collaborates well with others – Team Player 

• Ability to systematically and logically troubleshoot issues. 

• Providing clients with a high level of satisfaction by maintaining quality.  

• Understanding and knowledge of TeleCom’s technology tools, such as CRM, Remote access tools, laptops, and communication applications. 

• Keeping up to date and maintaining a “pulse” on your current/upcoming schedule regarding scheduling, priority, progress, and status. (managing your daily schedule) 

• Maintaining consistent communication with others regarding needs of scheduling, changes, progress, assistance needed, questions, and other needs (Team communication – to other techs, Coordinators, Sales, and Managers) 

• Keeping a consistent pulse and being responsive with email and other messaging platforms to keep up to date with internal and external communications (Telecom internal and Clients) 

• Basic understanding of ConnectWise PSA Projects, Tickets, Dispatch Board, and Time/Expense tracking entries. 

• Ability to consistently review, understand, and maintain ConnectWise PSA tickets work scope, notes, instructions, attached products, configurations, and attachments (all components of a CW Ticket) 

• Responsible for prompt and accurate ConnectWise PSA Project/Ticket updates to discussions, internal notes, and resolutions; clearly communicating what is needed, what work was completed, updates, statuses and summaries of work still needed. 

• Responsible for submitting ConnectWise PSA Time and Expense reports on a weekly basis, according to the TeleCom policy. 

• Responsible for maintaining up to date and accurate internal customer documentation. 

• Documenting common technical issues for our technical library (i.e. “SOPs”, “How to Guides”)  

• Successful completion of training and certifications needed for designated role 

• Communication of new ideas and suggestions for improvement, needed tools, different parts, different technologies, procedures, or any issues. 

• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry. 

• Pass on any feedback or suggestions from customers to the appropriate internal team  

• Participating in the weekly Operations Department L10 meetings.  

• Participating in Quarterly Department Planning Meetings with Technology/IT staff.  

• Perform remote troubleshooting through diagnostic techniques and pertinent questions  

• Walk clients through the problem-solving process  

• Provide accurate information on IT products or services  

• Be the point of escalation for Tier 1 Helpdesk technicians 

• Follow-up and update customer status and information  

• Provides advanced MSP/IT client support for Moves/Adds/Changes of end users 

• Provides advanced MSP/IT client support for Moves/Adds/Changes of devices 

• Provides advanced MSP/IT client support for Moves/Adds/Changes of Microsoft permissions 

• Provides advanced MSP/IT client support for their “Line of Business products” 

• Provides advanced MSP/IT client support for networking/connectivity support/troubleshooting 

• Complete assigned tasks from a Project Manager or Solutions Architect in relation to a Project 

• Weekly on call rotation

Skills Required:   

• Professionalism: Consistently maintains professionalism in appearance and conduct.  

• Team Player: Demonstrates teamwork and adaptability in various work environments.  

• Self-Motivation: Self-driven and ownership of responsibilities 

• Proactive: Plans and thinks about next steps 

• Technical Problem-Solving: Proficient in researching and resolving technical issues.  

• Detail Oriented: Meticulous notetaking skills, create check lists and instructional documents  

• Information Retention: Ability to consistently retain information and knowledge  

• Adaptability: Independent learner capable of embracing and supporting evolving technologies.  

• Deadline-Driven: Accomplished at working within deadlines while ensuring high work quality, demonstrating exceptional prioritization, and multitasking abilities.  

• Communication Proficiency: Excellent oral and written communication skills, essential for effective interactions.  

• Customer Focus: Effective communication and organizational skills, including exceptional customer service abilities.  

• Task Management: Effective multitasker with strong prioritization skills, able to adjust to changing priorities.  

• Pressure Resilience: Thrives in time-sensitive situations, displaying adaptability with a positive attitude.  

• IT Proficiency: Desktop and mobile devices, along with basic business applications such as (Outlook, Word, Excel, Visio, etc.).  

• Intermediate knowledge of Next Gen Firewalls and their features. 

• Intermediate knowledge of layer 2 and layer 3 switching. 

• Basic knowledge of enterprise Wi-Fi. 

• Experience troubleshooting Windows 10/11. 

• Experience with Windows server features (including DNS, DHCP, AD) and basic troubleshooting knowledge. 

• Experience with documentation manager, PSA, and RMM applications. 

• Experience with M365/Entra. 

• Experience with being a point of escalation for other technicians.

Qualifications:   

• Valid Driver’s License.  

• Clean Background check. 

• Proficiency in English  

• Self-Starter/ Driven/ Passion for technology 

• Systematic and logical troubleshooting ability 

• Basic knowledge of implementation and support of IT/Networking technology/solutions 

• Basic knowledge of implementation and support of MSP services (*not required if adequate IT/Networking experience) 

• Degree or Technical Certification in Computer/Networking/IT related technology (*not required if adequate IT/Networking experience) 

• Ability to complete In-house technical application 

• Ability to complete vendor certification training

Work Environment/Demands:   

• Flexibility of work schedule for non-business hours work (outside of 8am to 5pm/ M-F)  

• The employee must demonstrate regular and on-time attendance.   

• Daily commuting to TeleCom’s headquarters in Hellam, PA and client locations as needed/scheduled.  

• Working in-house (Telecom headquarters), remote locations, and in the field (client locations). 

• The standard work environment for this position includes indoors/outdoors business offices, production facilities, construction environments, and other types of commercial business locations. 

• While performing the duties of this job, the employee is regularly required to sit, talk, or hear, use hands, stoop, kneel, bend, rotate, push, pull, reach with hands and arms on an intermittent to regular basis daily. The employee is required to stand and walk.   

• Ability to use a computer and/or hand tools while sitting or standing for extended periods of time.  

• Be able to work in construction type environments and access projects where uneven and cluttered conditions may exist.  

• The noise level in the work environment is usually moderate.   

• Must regularly lift and/or move up to 50 pounds and frequently lift and/or move up to 25 pounds.   

• Ability to access and work at areas of height, such as ladders, man-lifts, scissor lifts, and roof tops (utilizing proper fall protection)  

• There could be a requirement of occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.

Benefits:  

• Company provided vehicle 

• Company credit card for fuel and expenses  

• Company provided annual clothing allowance 

• Company provided specialty tools 

• Company provided mobile smart phone 

• Paid medical insurance for employee 

• Simple IRA plan 

• Paid time off 

• 9 paid holidays per year  

• On the job training  

• Other technology opportunities  

• Options for Overtime