IT Tier 2 Support Engineer

Company DescriptionMyManagedTech, established in 2000, is a full-service technology firm serving businesses across the Greater Philadelphia and South Jersey areas. We specialize in assisting companies in managing their technology needs, including network and helpdesk support, while providing service, honesty, and efficiency. Our goal is to help organizations address technology challenges like unpredictable networks, rising IT costs, and the decision to outsource IT services. We deliver dependable and superior IT solutions tailored to meet the needs of businesses at a predictable monthly budget.Role DescriptionThis is a full-time hybrid role for a MSP IT Support technician based in Mt. Laurel, NJ, with the flexibility to work remotely for part of the time. The Tier 2 Help Desk job involves providing advanced technical support, handling complex hardware, software, and network issues, requiring deeper system knowledge, problem-solving, and strong customer service to resolve issues like application bugs, network connectivity, and hardware upgrades, often involving in-depth troubleshooting and documentation before escalating to Tier 3. Knowledge Required:- Networking:Layer 2 and 3 switching, NAS/SAN, VLANs, DNS, DHCP, Routing, VPN and related protocols- Concepts:Backup and Disaster RecoveryDevice Security Standards- Technologies we work with:NinjaOne RMMUnifi/UbiquitiSynology NASWindows Server (2012, 2019, etc) and associated rolesFSMOsActive DirectoryRRASDHCPDNSMicrosoft 365 ManagementMicrosoft 365 Admin Center, Entra ID, Azure, Exchange, TeamsMicrosoft Licensing and related best-practicesKey Skills:- Communication - Whether through written or oral communication, always keep in mind the audience and setting, and express information in a respectful manner that is conducive to teamwork and maintaining a positive environment- Customer Service - An ability to effectively work with those who may lack knowledge in IT, build positive relationships with customers and vendors, and resolve concerns or issues that clients may present- Problem Solving - Identify problems in an environment, and develop solutions that efficiently resolve issues- Attention to Detail - In writing documentation, implementing solutions, or planning projects, mind details and be aware of the side effects specific actions may produceEducation and Experience:Eight (8) years of experience in this or a related position