MSP Support Technician II (Tier 2)

About qnectU:qnectU is a managed IT services provider focused on delivering reliable, forward-thinking technology solutions to businesses across a variety of industries. We pride ourselves on providing exceptional service, building strong client relationships, and maintaining a team-oriented culture where collaboration and continuous learning are encouraged.Our mission is simple: empower our clients through technology—and empower our team to do their best work.Position Overview:We are seeking a skilled and customer-focused MSP Support Technician II (Tier 2) to join our team. This role is responsible for resolving escalated technical issues, supporting a wide range of client environments, and delivering an excellent support experience.This is primarily an in-office role with a strong emphasis on remote support. However, occasional on-site visits to client locations are required to address issues that cannot be resolved remotely.The ideal candidate is a strong problem-solver, an effective communicator, and someone who thrives in a fast-paced, service-oriented environment.Key Responsibilities:Provide advanced technical support for hardware, software, and network-related issuesDiagnose and resolve escalated (Tier 2) support requests in a timely and efficient mannerDeliver remote support using industry-standard tools, minimizing client downtimePerform on-site support at client locations as needed (e.g., hardware resets, troubleshooting, deployments)Clearly communicate technical issues and solutions to both technical and non-technical usersDocument all work thoroughly in the ticketing system, including troubleshooting steps and resolutionsContribute to internal knowledge base documentation and process improvementCollaborate with team members to resolve complex issues and share knowledgeEscalate issues appropriately when required and follow established escalation proceduresAssist with small projects, deployments, and client onboarding activities as neededStay current with emerging technologies, tools, and best practicesQualifications & Experience:Minimum 2+ years of experience in a technical support role (MSP experience preferred)Strong troubleshooting skills across endpoints, networks, and common business applicationsExperience supporting: - Windows and macOS environments - Microsoft 365 (Exchange, Teams, SharePoint, etc.) - Active Directory and basic server administrationFoundational understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)Experience with RMMs (Datto, VSA, Ninja, etc) and PSAs (ConnectWise, BMS, Autotask, etc)Skills & Attributes:Excellent communication and customer service skillsAbility to explain technical concepts clearly to non-technical usersStrong analytical and problem-solving abilitiesHighly organized with attention to detail and documentationAbility to prioritize and manage multiple tasks in a fast-paced environmentTeam-oriented mindset with a willingness to mentor and support othersAdditional Requirements:A+ and Network+ CertificationsValid driver’s license and reliable transportationAbility to travel locally to client sites several times per week as neededAbility to pass a background checkWhy qnectU?Collaborative and supportive team environmentExposure to a wide range of technologies and client environmentsOpportunities for professional growth and skill developmentA company culture that values both technical excellence and peopleEqual Opportunity EmployerqnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.