Service Desk Technician (Tier 2) - Systems Integrator

Are you ready to bring your IT expertise into a role where your work drives real operational impact?

Join a specialized IT services provider focused on supporting manufacturing organizations with tailored technology solutions designed around the unique operational and compliance needs of the sector. With deep experience supporting common manufacturing ERP platforms and established cybersecurity frameworks specific to industrial environments, the organization helps clients improve efficiency, strengthen security, and maintain operational continuity. Its hands-on approach includes comprehensive support throughout cybersecurity audit processes, ensuring clients are fully prepared and guided at every stage without unexpected costs, so they can achieve successful outcomes with confidence.

Join a team that’s making a difference where it counts and send in your application today!

Responsibilities:

• Customer Service
  • Serve as a primary technical point of contact for clients via phone, email, and ticketing system for escalated or complex issues
  • Deliver a professional, calm, and solution-focused experience, especially in high-impact or time-sensitive situations
  • Perform advanced remote troubleshooting across workstations, servers, networking, cloud services, and line-of-business applications
  • Take ownership of issues through resolution whenever possible, rather than passing tickets unnecessarily
• Use of Our Ticketing System
  • Work, manage, and resolve escalated helpdesk tickets and service requests using the ticketing system
  • Accurately document all troubleshooting steps, findings, actions taken, and resolutions
  • Maintain clear, thorough, and up-to-date client and system documentation
  • Break multi-issue requests into separate tickets to ensure proper tracking and accountability
  • Actively manage tickets to ensure they do not become stale or lack updates
• Use of Our Monitoring & Management Tools
  • Review RMM dashboards and alerts and take appropriate remediation actions based on documented processes
  • Investigate recurring alerts or systemic issues and recommend permanent fixes
  • Review and validate scheduled and automated tasks to ensure they are functioning as intended
• Project Work
  • Assist with project delivery as needed, both remotely and onsite, including implementations, migrations, upgrades, and documentation
  • Execute assigned project tasks independently and communicate progress or blockers to project leads
  • Identify risks, dependencies, or scope concerns during project work and raise them early
• Communication, Reporting & Risk
  • Escalate issues to senior engineers when problems fall outside Tier 2 scope or require specialized expertise
  • Communicate clearly and proactively with clients regarding ticket status, delays, outages, or changes
  • Complete timesheets and expense reports accurately and in accordance with SOPs
  • Identify, communicate, and help mitigate technical or operational risks to the Service Delivery Manager and clients
• Teamwork & Process
  • Follow schedules assigned by the Service Delivery Manager or Service Coordinator
  • Adhere to Standard Operating Procedures (SOPs) for daily, weekly, and recurring responsibilities
  • Follow all security procedures and maintain a vigilant posture for potential security issues
  • Provide guidance and mentorship to Tier 1 technicians when appropriate
  • Identify opportunities for improvement and contribute constructive suggestions
  • Participate in process improvements and operational refinement
  • Perform other duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO

Skills/Must have:

• Strong problem-solving skills with the ability to troubleshoot issues methodically and drive them to resolution
• Clear and professional communication skills, grounded in active listening and expectation-setting with clients
• Solid understanding of how IT services are delivered using modern support tools, processes, and documentation
• Strong working knowledge of:
  • Windows desktop and server operating systems
  • Business and line-of-business applications
  • Printing systems, file services, and core networking concepts
• Ability to troubleshoot and support:
  • Windows Server, Active Directory, and Group Policy
  • File shares, DFS, and printer servers
  • Backup systems and recovery workflows
  • Hypervisors and virtualized environments
• Experience providing remote technical support and remediation in live client environments
• Ability to document work clearly and thoroughly while actively working tickets
• Comfortable typing accurately while speaking with clients
• Working knowledge of Microsoft 365, Entra ID (Azure AD), and related cloud services
• Familiarity with PowerShell scripting and automation (or strong desire to grow in this area)
• Strong security awareness and commitment to following documented security procedures
• A genuine desire to deliver an exceptional client experience
• Ability to communicate effectively with both technical and non-technical users (“speak both Geek and Human”)
• Ability to adapt and thrive in a fast-paced MSP environment
• Valid driver’s license and reliable transportation for onsite client work

Benefits:

• Offday on your birthday 
• An easy-going environment and culture 
• The flexibility to work from home when needed 
• A proactive approach to ongoing training to help you develop life-long skills
• Paid for IT Certifications (training and certification fees)
• natural progression of career growth into multiple fields 

Salary: 

• $60,000 - $75,000