IT Support Manager (L1 & L2) – MSP, VoIP & Fiber ISP

About Us

We are a Managed Services Provider (MSP), VoIP Provider, and Fiber ISP delivering cutting-edge technology solutions to businesses. Our services include managed IT support, network infrastructure, VoIP systems, and fiber internet solutions.

We are expanding our team and looking for an IT Support Manager who can handle Level 1 & 2 support tickets, manage SLAs/KPIs, improve documentation, and oversee support operations. This position will also require occasional travel to customer sites, data centers, and remote office locations.

This role is hands-on and leadership-oriented, requiring someone with strong troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, and cloud technologies while also ensuring documentation, process improvements, and service delivery meet high standards. This position is also on-call for nights/weekends as needed.

Key Responsibilities

Technical Support & Troubleshooting (L1 & L2)

• Provide hands-on troubleshooting for Windows, Linux, and macOS systems.
• Manage Active Directory (AD) structure, Group Policy (GPO), hybrid AD environments.
• Troubleshoot networking issues (firewalls, VLANs, VPNs, BGP, DHCP, DNS, routing).
• Configure and maintain MikroTik, Juniper, and other enterprise network devices.
• Diagnose and resolve VoIP issues (SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo, QoS).
• Perform packet capture analysis (Wireshark, tcpdump, MikroTik Torch, etc.).
• Support Azure AD, Intune, and identity management (Okta, CASB, Zero Trust).
• Maintain and troubleshoot hyper-converged environments (Hyper-V, VMware, StarWind, TrueNAS Scale, Proxmox).
• Manage Veeam backup & disaster recovery solutions.
• Implement security hardening, endpoint protection, and compliance measures.
• Automate repetitive tasks using PowerShell, Python, or Bash scripts.
  
  

Documentation, SOPs & Process Improvements

• Maintain and improve documentation in ITGlue, Hudu, Confluence, and Wiki systems.
• Create and update Standard Operating Procedures (SOPs), knowledge base articles, and internal training materials.
• Establish a weekly documentation quota to ensure consistent documentation of systems, processes, and resolutions.
• Identify and implement process improvements and automation to enhance efficiency.
  
  

Management, SLA, KPIs & Reporting

• Ensure SLA compliance for ticket response and resolution times.
• Track KPIs for IT support performance and identify areas for improvement.
• Generate and present weekly/monthly reports on SLA compliance, ticket resolution, and documentation progress.
• Work with leadership to refine IT processes, service delivery, and automation.
• Conduct periodic performance reviews and mentorship for junior technicians.
  
  

Travel & On-Call Responsibilities

• Travel to customer sites, data centers, and remote office locations as needed for support and project work.
• Be available for on-call rotations for nights, weekends, and critical incidents.
• Ensure urgent issues are addressed promptly and escalations are handled effectively.
  
  

Requirements

Qualifications & Skills

Required Experience & Knowledge

• 3 years in an MSP, ISP, or enterprise IT environment handling L1/L2 support.
• Strong expertise in Windows Server, Active Directory (GPO, OU design, hybrid AD).
• Linux system administration (Ubuntu, CentOS, Debian, Rocky).
• Hands-on experience with MikroTik, Juniper, and enterprise network infrastructure.
• VoIP troubleshooting (SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo, QoS).
• Packet capture analysis (Wireshark, tcpdump, MikroTik Torch, etc.).
• Experience with security hardening, MFA, Zero Trust, endpoint protection.
• Backup & DR solutions (Veeam, Datto, Unitrends, TrueNAS, ZFS, BTRFS).
• Proficiency in PowerShell, Python, or Bash scripting for automation.
  
  

Preferred Experience (Not Required, But a Plus!)

• Azure AD, Intune, and identity management (Okta, CASB, Zero Trust).
• ImmyBot, Rewst, and RMM tools (NinjaRMM, Datto RMM, Automate, Kaseya, Auvik, etc.).
• SIEM, log analysis, and security frameworks (NIST, CIS, SOC2).
• ISP network management (BGP, OSPF, MPLS, PPPoE, VLAN-based L2 transport).
  
  

Soft Skills & Attributes

• Ability to work independently with minimal documentation and troubleshoot unknown issues.
• Strong documentation and organizational skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and handle multiple priorities.
• Mentorship and leadership skills to train junior staff.
  
  

Certifications (Preferred but Not Required)

• CompTIA A , Network , Security
• Microsoft 365 Certified: Modern Desktop Administrator
• Cisco CCNA or Juniper JNCIA
• VoIP/SIP certifications (SIP School, FreePBX, 3CX)
• Azure Administrator Associate or AWS Certified Solutions Architect
  
  

Performance Expectations

✅ Handle and resolve Level 1 & Level 2 tickets efficiently.

✅ Ensure 100% SLA compliance for all tickets assigned.

✅ Produce weekly KPI and SLA reports for management review.

✅ Meet the documentation quota for ITGlue/Hudu/Confluence.

✅ Identify inefficiencies and propose automation solutions.

✅ Mentor and guide junior IT staff members.

✅ Be available for on-call shifts as needed.

✅ Travel to customer locations, data centers, and remote sites when required.

Benefits

Work Environment & Benefits

✔ Competitive salary based on experience.

✔ Hybrid work environment (remote & on-site as needed).

✔ Travel opportunities to customer locations & data centers.

✔ On-call pay for after-hours support.

✔ Health, dental, and vision insurance options.

✔ Ongoing training and certification support.

✔ Career growth opportunities within the company.

Why Join Us?

This role is ideal for a technical leader who can manage L1/L2 support, drive IT documentation, ensure SLA/KPI compliance, automate processes, and travel for hands-on support. If you want to take ownership of IT support operations and work with cutting-edge tech, apply today!