What are the responsibilities and job description for the IT Service Desk Technician Level 2 (MSP) position at Encore Strategic?
Job Description
Job Description
Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin, specializing in managed IT services, professional consulting, on-premise security, commercial audio / visual systems, and IT infrastructure design. We serve industries such as government agencies, municipalities, manufacturing firms, and highly regulated businesses with secure, transparent, and high-quality technical solutions. If you enjoy working with emerging technologies in a collaborative environment, we would love to hear from you! This is an on-site opportunity located in Kaukauna, WI.
We'll provide :
Generous benefits package including health / dental / vision insurance, PTO, and Simple IRA
Quarterly Incentive opportunities
Additional perks including a gym membership and IT training reimbursement
Predictable set schedule of 7 : 45am - 4 : 45pm to help promote work / life balance
A collaborative environment that provides feedback on a regular basis
Salary of $60k-$70k based on experience
What you'll do :
Work on the service desk to handle client calls including more complex user issues
Mentor more junior service desk technicians
Provide top-tier support for small to medium sized clients via email, phone, and on-site assistance
Maintain and troubleshoot client networks, including LAN / WAN, firewalls, WAPs, switches and phone systems
Resolve technical issues across a wide variety of environments, including on-premise, cloud (Azure), Microsoft Windows, M365 administration and Line of Business applications
Manage and prioritize tickets using a Service Desk system, set client expectations, and deliver outstanding customer service
Accurately document client issues and solutions to enhance knowledge sharing and service efficiency
Skills You'll Need :
3 years of experience on a service desk or in a technical support role (MSP experience preferred)
Experience as an escalation point or team lead
Hands-on experience with SMB technical environments
Experience with MSP ticketing systems and Remote Management tools
Strong working knowledge of TCP / IP protocols, PC troubleshooting, network security, and hardware
Experience with Active Directory, VMware ESXi, and Hyper-V is a strong plus
A self-motivated, team-oriented mindset with a passion for problem solving
A valid driver's license for on-site client support
Ready to Apply?
Quick apply with your resume
Get a head start on the application process through our online portal here :
https : / / www.ondemandassessment.com / link / index / JB - 2JAYJI61X?u=1110981
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