Level II Support Technician

At Agile Business Systems | Cyber Secure, we believe secure technology is the foundation of business growth and success. Since our founding, we’ve helped small and medium businesses protect their networks, simplify IT complexities, and achieve more with confidence. With our slogan—Secure, Simplify, Succeed—as our guiding principle, we go beyond IT support by integrating cybersecurity into every aspect of our clients’ technology environments and delivering peace of mind.

Our approach is proactive, personalized, and rooted in building long-term client relationships. We are financially strong, committed to our clients, and dedicated to supporting our team as we grow together, driven by shared core values.

Technical Support Specialist

What do we do? We help small businesses manage their cybersecurity risk while providing the best technology and systems to support their growth. Our company is financially stable, committed to both client success and team development, and focused on achieving sustainable business growth.

Why are we different? Our team lives by our core values every day, which is the key to our success. We know what we stand for and what we won’t tolerate. We treat every member of our team with respect and dignity. We’re grateful you’re considering us but understand we may not be the right fit for everyone. Every team member here is committed to upholding our core values.

Our Core Values guide every decision we make:

• Security First, Always: Cybersecurity is foundational. Every service and solution we provide begins with safeguarding what matters most.
• Empowerment through Technology: We simplify complex challenges so our clients can focus on growing their business.
• Integrity & Trust: Honesty, transparency, and doing what’s right—these are the pillars of our long-term client success.
• Collaboration & Teamwork: We work as partners with our clients and within our team to achieve shared success.
• Continuous Learning & Innovation: Staying ahead of the curve ensures we deliver the best, most secure IT solutions.

(For our full list of core values, visit https://www.AgileCyberSecure.com)

We are seeking a Technical Support Specialist because our business is growing rapidly. As a managed services provider, we focus on proactive planning and long-term support contracts, meaning you won’t be stuck in a chaotic break/fix environment. While emergencies do happen, our professional and supportive work environment ensures you can enjoy your time off.

Technical Support Specialist

We are looking for a responsible Technical Support Specialist to help support our Level 3 Service Support Technician and our full technical team in a timely and professional manner. You will provide high-quality level 2 technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner.

Our successful candidate will be mainly responsible for monitoring, supporting and optimizing our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will be escalation point for Tier 1 issues and will work with help desk staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues before escalating to our Level 3 Service Support Technician so they bring both the issue and proposed solution for review.

In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client satisfaction and our client’s overall happiness with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our PSA tickets in a timely manner. As we often say, “If it’s not in a ticket, it didn’t happen.” You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, the sales and marketing team, and the complete technical team.

The successful candidate must have prior experience either working for a Managed Service Provider or comparable work where documentation and processes were key, as was end-user satisfaction.

Responsibilities

Joining our team means committing to our values. You will be responsible for:

· Embracing our core values and demonstrate your commitment to our values.

• Be flexible and understand in a small dynamic business, we embrace change.
• Understanding that the work we do has a direct impact on the lives of our clients and end users alike. We strive to make a positive impact with each and every interaction.

In your client support role, you will be responsible for:

· Tier 1 and Tier 2 support tickets, some remotely solvable, some requiring on-site visits at various client offices.

· Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner

· Logging your time per ticket per our standards

· Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.

· Performing your technical tasks, including:

o providing support for Tier 1 and Tier 2 support tickets

o managing client data backups

o entry-level system administration tasks

o trouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues

o solving Office365 issues including password resets, new user creation, license assignment, software installs and other issues

o supporting other technical assignments as required for client projects and implementations

• Ability to relay technical information clearly and simply to non-technical people

· Performing your documentation tasks, including:

o Using our documentation tools to keep client information current and accurate

o Working with our supporting vendors (both software and hardware) to escalate and resolve issues

o Supporting our end user help desk team as necessary when tickets are escalated to you

o Training client team members as required (for either onboarding or other situations)

o Growing your skill set by participating in our company sponsored education and external certification programs

o Traveling onsite to the client as required (independent transportation is required)

Must-Have Requirements:

• Experience in Software troubleshooting diverse technical issues
• Strong knowledge of Windows 7 through 11, MS Office Suite, and Office 365
• General knowledge of managing Microsoft Windows Server 2019 through 2025.
• Tier 2 networking knowledge (VLANs, DHCP, DNS)
• Excellent written and verbal communication skills
• Superior analytical and problem-solving skills with attention to detail
• Ability to document processes and maintain accurate records
• Self-motivated, organized, and capable of working independently
• Reliable transportation for on-site visits (mileage reimbursed)

Preferred Qualifications:

• Prior experience in a Managed Service Provider (MSP) environment
• Familiarity with VoIP systems
• Certifications such as CompTIA A , Network , or Microsoft certifications are a plus

Key Performance Indicators

• Escalations Resolved
• Customer Satisfaction Rating
• Quantity & quality of improvements / recommendations suggested
• Quality & quantity of Technical Documentation created / updated

Job-Type : Full time

Benefits:

• Competitive salary: $41,600 - $53,450 per year (commensurate with experience)
• Health insurance
• 401(k) with company match
• Paid time off (and we encourage you to use it!)
• Travel reimbursement
• Bonus opportunities after your first year
• A collaborative, growth-focused environment with room for career advancement

Benefit Conditions: A waiting period may apply. Benefits are available to full-time employees only.

Schedule : 40 hours per week, with 5 – 8 hour shifts. There may be occasional planned overtime.

Work Location : 400 Commerce Blvd. Lawrence, PA 15055

Remote work: Is approved under certain conditions. Inquire for details during interview process.

Job Type: Full-time

Pay: $41,600.00 - $53,450.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• IT Support: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• Lawrence, PA 15055 (Required)

Ability to Relocate:

• Lawrence, PA 15055: Relocate before starting work (Required)

Work Location: In person

Salary : $41,600 - $53,450