MSP Tier 2 Technician

Position Overview

Are you ready to put your IT skills to work in a dynamic environment? OmegaCor is seeking a Managed Services Provider (MSP) Tier 2 Technician to deliver both onsite and remote support. In this role, you'll resolve hardware/software issues and Microsoft 365 challenges at customer sites and remotely, ensuring uninterrupted business operations through prompt issue resolution, proactive system maintenance, and effective collaboration with end-users and support teams.

You will spend 25-75% of your time on-site at key customer locations, providing top-notch help desk and desk-side assistance in a dynamic environment.

Key Responsibilities

• Provide Tier 2 remote and onsite support, addressing hardware/software issues and Microsoft 365 challenges.
• Manage Service Desk operations by answering client calls, logging tickets, and tracking issue resolution within SLA timelines.
• Troubleshoot technical problems in collaboration with end-users and escalate to higher-tier support as needed.
• Conduct routine system maintenance, including updates, patches, and system audits, ensuring system integrity.
• Participate in technical projects, document new procedures, and enhance the knowledge base for internal and external use.
• Provide after-hours support on a rotating on-call schedule as required.

Required Qualifications

• 3+ years of IT support experience (Tier 2 or equivalent) in a Managed Services or corporate IT environment.
• Strong knowledge of Windows desktop/server environments, Microsoft 365, Active Directory, and common business applications.
• Experience supporting networking equipment (switches, firewalls, routers) with a sound understanding of TCP/IP fundamentals.
• Proven ability to diagnose and resolve hardware and software issues both in person and remotely.
• Excellent documentation, ticket management, interpersonal, and communication skills.
• Valid driver's license and reliable transportation for customer site visits.

Preferred Qualifications

• Industry certifications such as CompTIA Network+, Security+, Microsoft Certified, Cisco CCNA, MCP, CompTIA Net+, or ITIL v4 Foundations.
• Experience with Remote Monitoring & Management (RMM) tools, PSA/ticketing systems, and endpoint security platforms.
• Familiarity with ITIL practices and structured delivery processes.
• Proficient in troubleshooting Windows operating systems as well as Android and iPhone smartphones.
• Strong analytical skills with a systematic approach to resolving both hardware and software issues.

Benefits & Perks

• Competitive salary (based on experience)
• Health, dental, and vision insurance
• Employer-paid life, AD&D, short- & long-term disability insurance
• 401(k) retirement plan with company match
• Paid time off, holidays, and your birthday off
• Access to a Learning Management System with 5,000+ courses
• A supportive culture that values teamwork, learning, and professional growth