MSP Tier 2 - Help Desk Champion

Job Title: Tier 2 Help Desk

Company: All in IT

Location: Katy, TX

About Us: At All in IT, we are a Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions and outstanding customer support to small and medium-sized businesses. Our team thrives on a culture of innovation, professionalism, and a deep commitment to customer satisfaction. We are looking for a highly motivated and customer-focused Tier 2 Support Representative to join our growing team. We are a fast-paced MSP looking to continue to scale.  We have a passion for people and solving business problems with a security-first mindset.

Position Overview: As a Tier 2 Support Representative at All in IT, you will be responsible for providing advanced technical support to our clients. You will work closely with our Tier 1 support team and other departments to ensure timely resolution of complex issues, ensuring that customer expectations are met and exceeded. You will play a key role in troubleshooting, providing expert solutions, and contributing to the overall customer satisfaction of our managed IT services. 

Key Responsibilities:

• Technical Support & Troubleshooting:
• Provide advanced troubleshooting and resolution for client issues related to networking, software, hardware, and IT infrastructure.
• Collaborate with Tier 1 support to escalate unresolved issues and ensure timely resolution.
• Analyze and diagnose complex technical issues and offer proactive solutions to prevent future problems.
• Customer Service Excellence:
• Deliver exceptional customer service by understanding client needs and ensuring issues are resolved promptly and professionally.
• Maintain a positive and solution-oriented attitude when dealing with clients, ensuring that their experience is always a top priority.
• Follow up with clients after issue resolution to ensure satisfaction and long-term success.
• Incident Management:
• Manage and prioritize multiple support requests, ensuring all tickets are handled within defined service level agreements (SLAs).
• Document all interactions with clients clearly and accurately in the ticketing system.
• Track and monitor incidents from initial contact through to resolution, providing updates to clients as necessary.
• Collaboration & Communication:
• Work closely with internal teams, including Tier 1, Tier 3, and other departments, to provide a seamless support experience.
• Participate in knowledge sharing and training sessions to enhance technical skills and customer service capabilities.
• Client Education:
• Provide clear instructions to clients on best practices for using their IT systems and prevent future issues.
• Create and update knowledge base articles to assist with recurring client issues and internal team training.

Key Skills and Qualifications:

• Technical Skills:
• Proven experience in a Tier 2 support role or similar customer service-focused IT role.
• Strong knowledge of networking protocols, troubleshooting, Windows Server, Microsoft 365, and cloud-based solutions (Azure, AWS, etc.).
• Familiarity with remote monitoring and management (RMM) tools and ticketing systems.
• Experience with virtualization technologies, security tools, and backup solutions is a plus.
• Customer Service Excellence:
• Exceptional communication and interpersonal skills with the ability to effectively interact with clients of all technical levels.
• Strong customer-centric mindset with a passion for problem-solving and delivering quality service.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Problem-Solving & Analytical Skills:
• Excellent analytical and critical thinking abilities for diagnosing complex technical issues.
• Resourceful, self-driven, and proactive in finding solutions to client problems.
• Certifications:
• IT certifications such as CompTIA A , Network , Microsoft Certified Professional (MCP), or other relevant certifications are highly desirable.

Preferred Qualifications:

• Experience with managed service provider environments. We are looking for a Help Desk Champion!
• Our team runs of the EOS (Entrepreneurial Operating System) framework, and our team is structed around our Working Geniuses – hence the books Traction, and The 6 Types of Working Genius are suggested readings.  Tenacity\Galvanizing Genius move to the front of the line.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices for incident and change management.
• Experience with Fortinet, Unifi network equipment.
• Experience with Veeam in a Private Cloud environment, as well as Hyper-V.
• Experience with industry ticketing systems (e.g., ConnectWise, Autotask, HaloPSA) and RMM tools (e.g., Ninja RMM, Datto RMM)

Why Join All in IT?

• Competitive salary and benefits package.
• Opportunities for professional development and certifications.
• A collaborative, supportive, and inclusive work environment.
• Chance to be part of a fast-growing company with a commitment to customer satisfaction.

All in IT is an Equal Opportunity Employer. We welcome everyone and strive to maintain a workplace where all employees feel respected and supported.