What are the responsibilities and job description for the Technical IT Support Specialist (Level 2/3) - IT Managed Services position at SWAT MSP LLC?
Job Description:
We are seeking an experienced and highly skilled Technical IT Support Specialist (Level 2/3) to join our dynamic IT Managed Services team. This role requires a strong technical background in Windows Server environments, networking, and cybersecurity, combined with excellent customer service, scheduling, and time management skills. The ideal candidate will support our customers, manage service requests, and ensure the seamless operation of our clients' IT infrastructures.
Responsibilities:
Technical Support:
- Install, configure, and manage Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS, DHCP, and Hyper-V/VMware virtualization.
- Troubleshoot and optimize Windows-based networks, firewalls, and cloud services (Azure, M365).
- Perform root cause analysis on recurring issues and implement long-term solutions.
- Implement cybersecurity policies and compliance standards (NIST, CIS, SOC2, ISO 27001, HIPAA, GDPR, etc.).
- Manage and monitor clients' IT environments to ensure optimal performance and security.
- Support on-site and remote troubleshooting, ensuring minimal downtime for customers.
- Contribute to improving customer infrastructure by identifying potential upgrades, optimizations, and best practices.
Team :
- Assist colleagues with complex technical problems, providing guidance and solutions to improve team effectiveness.
Scheduling & Coordination:
- Plan and schedule service calls, on-site visits, and project implementations.
- Maintain accurate documentation of technical solutions, configurations, and customer interactions for future reference.
Process & Documentation:
- Develop and maintain SOPs, troubleshooting guides, and knowledge base documentation.
- Implement ITIL-based best practices for incident, problem, and change management.
- Continuously improve IT processes and workflows for better efficiency and service delivery.
Requirements:
Experience & Education:
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
- Minimum 6 years of experience in IT support, including 4 years in an MSP environment.
- Proven experience working on a technical support team.
Technical Expertise:
- Windows Server Administration (2016/2019/2022) – installation, maintenance, security hardening.
- Active Directory & Group Policy – user management, policies, authentication, permissions.
- Networking – troubleshooting TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls (Sophos, SonicWall, Cisco, Fortinet, Palo Alto).
- Virtualization – VMware, Hyper-V, and cloud-based virtualization solutions.
- Microsoft 365 & Azure – administration, security configurations, and troubleshooting.
- Backup & Disaster Recovery – configuring and managing solutions like Veeam, Datto, or Acronis.
- Cybersecurity – advanced knowledge of endpoint protection, patch management, SIEM, and vulnerability assessments.
Preferred Certifications:
-
Microsoft Certified Solutions Expert (MCSE): Core Infrastructure (or equivalent)
- Windows Server Administration.
- Identity & Access Management.
- Networking & Storage.
- Virtualization & Cloud Integration (Azure).
- Security & Compliance Implementation.
- CompTIA Security or CISSP (preferred).
- ITIL v4 Foundation (a plus).
Soft Skills & Other Requirements:
- Excellent time management and communication skills for managing tickets and client interactions.
- Ability to handle high-pressure situations and prioritize tasks effectively.
- Strong problem-solving skills with a proactive approach to issue resolution.
- Must have a reliable vehicle for on-site visits.
Why Join Us?
Be a part of a growing MSP that values innovation, customer success, and technical excellence. As a Technical IT Support Specialist, you’ll play a key role in maintaining customer infrastructure, resolving technical challenges, and improving IT security and efficiency.
