MSP Help Desk Technician – Level II

Company Overview:

We are a rapidly growing Managed Service Provider and we employ the best IT rockstars you can find! We provide white glove network support and data security for small and mid-sized companies throughout the area. Our Clients depend on us to keep them up and running, productive and safe. We need someone to make sure they're happy! If this is you, Fairoaks IT is your new home!

Our Core Values

Extreme Ownership – We’re committed to excellence, we expect nothing until we provide value to clients and co-workers, We Take Responsibility – Blame no one, a commitment is a promise, and reputation outweighs profit (personal or Company) every time!

Relationship – We Do the Right Thing, We Are Confident and Humble, Take a team oriented approach, We really enjoy helping people

Trust - We have a Helpful, Positive, Can-do Attitude, We Constantly Learn and Improve, and We Finish what we start

Position Summary:

We offer fantastic benefits, competitive pay, and absolutely love what we do. We’re looking for a driven, knowledgeable, and customer first Help Desk Technician – Level II to help drive our IT offerings! Our goal is to create a 5 star review in everything that we do. If you have experience working for an MSP, using ConnectWise, Kaseya, or other remote management tools, or helping users with their IT needs, then we want you to apply! Our clients need your help because their end users have application, printing and network connectivity problems and they need a smart, efficient technician (IT hero) to help them.

Benefits:

· 20 Days Paid time off

· Dental and Health Insurance

· Retirement account matching

· Annual profit sharing bonuses

· We pay for training and certifications! (A , Net , you name it)

· Access to company vehicle

· The best annual holiday party around

· Ability to work remotely

Essential Duties and Responsibilities:

· Manage a queue of help desk and add/move/change tickets submitted by our client end users

· Proactively take tickets from our ticket “pool” and take on tickets assigned to you by our Service Desk Manager

· Visit client sites to perform on-site troubleshooting, equipment setup, or project work

· Take on occasional project work – on-site or remote project tickets may be assigned to you by our Project Manager

· Diagnose and resolve hardware and software issues within both Windows and Mac environments

· Perform software installation on Mac, Windows Workstations, and Windows Servers

· Maintain detailed information of client interactions and issues within ConnectWise ticketing system

· Manage domain and M365 users (add/move/change), AD and 365 Group management, etc

· Resolve basic networking issues

· Troubleshoot email issues and provide remediation, including spam protection, Outlook, email archiving

· Install and troubleshoot networking equipment (SonicWall firewalls, Ubiquiti switches and WAPs, etc)

· Document information and create Standard Operating Procedures using our document management system

· Prioritize work and set expectations for all incidents and requests, while working within the schedule defined by the Service Desk Manager

· Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements

· Become a subject matter expert on one or multiple tools or technologies used by Fairoaks IT

· Be a part of an every ~6 week on-call rotation, where you will be expected to resolve urgent client issues and monitor new tickets after hours and over a weekend

· Design and deploy commercial grade wireless infrastructure

Knowledge, Skills, and/or Abilities Required:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Experience working for an MSP preferred

· At least 5 years of relevant experience

· Intermediate knowledge of Windows OS and MS Office applications

· Experience with remote management and monitoring tools (RMM, etc)

· Ability to proactively train on new technologies

· Understanding of DNS, DHCP, and troubleshooting connectivity issues

· Knowledge of Microsoft 365 environments, including Azure settings, Intune, tenant setup, and maintenance

· Working knowledge of Unifi, SonicWall/NSM, Threatlocker, Pen Testing, SentinelOne, SOC/SIEM tools, Datto AV/EDR

· Familiarity with compliance standards (ie CMMC, NIST, PCI, etc) a plus

· Proficiency in maintaining Windows Active Directory

· Basic to Intermediate knowledge in routers, managed switches, and other networking devices

· Basic to Intermediate knowledge in managing Microsoft Server Operating Systems and Networks

· Basic to Intermediate knowledge of all Microsoft Workstation Operating Systems and Applications

· Basic to Intermediate knowledge of Microsoft Entra and Intune

· Basic to Intermediate knowledge of Hyper-V and/or VMware

· Basic to Intermediate knowledge of Mobile Device Management, specifically with Intune

· The ability to work after hours when needed in order to meet client needs and demands

· Able to lift boxes and equipment from 5lbs to 50lbs

· Ability to climb Ladder if needed

· Reliable transportation

Education Requirements:

· Holds at least an Associate's degree. Preferably in Information Technology, Computer Science, or a related discipline

· Professional certifications (e.g. A , Network , MCP or higher) are a plus

Citizenship:

U.S. citizenship required

Apply now and be part of the team that’s redefining IT and putting the customer first, every day

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Schedule:

• Monday to Friday
• On call

Application Question(s):

• Have you worked for an MSP?

Ability to Commute:

• Belmont, NC 28012 (Required)

Work Location: In person

Salary : $55,000 - $65,000