MSP - Service Desk Specialist II in Whippany, New Jersey at Preferred Business Systems, Inc
Job Description
About Preferred Business Systems
We're a growing Managed Service Provider (MSP) based in Whippany, NJ, delivering hands-on IT support, network management, and cloud solutions to a diverse client base across the region. We're not a help desk churn-and-burn shop — we're a tight-knit team that invests in our people, promotes from within, and gives technicians real ownership of their client relationships.
Position Summary
The Level 2 Technician is an experienced technical contributor within our MSP responsible for resolving advanced support issues, handling escalations from Level 1 and Level 1.5 technicians, and ensuring exceptional service delivery to clients.
This role is hands-on and solution-focused, requiring strong troubleshooting abilities across Microsoft 365, endpoint management, networking, and server infrastructure. The ideal candidate demonstrates the ability to work independently, own issues through resolution, and provide technical guidance to junior technicians while maintaining high standards of documentation and customer service.
Key Responsibilities
Advanced Support & Escalation Management
• Serve as the primary escalation point for Level 1 and Level 1.5 technicians.
• Independently troubleshoot and resolve moderately complex to advanced technical issues.
• Perform root cause analysis to prevent recurring incidents.
• Escalate issues to senior engineers only when appropriate.
• Maintain ownership of incidents until full resolution.
Microsoft 365 & Identity Administration
• Administer and troubleshoot:
o Microsoft 365
o Exchange Online
o Teams
o OneDrive
o SharePoint
o Microsoft Entra ID (Azure AD)
o Multifactor Authentication (MFA)
o Conditional Access (basic)
• Manage licensing and user lifecycle tasks.
• Troubleshoot authentication, synchronization, and mail flow issues.
Endpoint Management & Security
• Support Windows and macOS devices across multiple client environments.
• Perform workstation deployments, imaging, and hardware diagnostics.
• Administer and troubleshoot endpoint management platforms such as:
o Microsoft Intune
o Autopilot
o Jamf
o SCCM
• Assist with patch management and endpoint security initiatives.
Server & Infrastructure Support
• Administer and troubleshoot:
o Windows Server
o Active Directory
o Group Policy
o DNS
o DHCP
o Print services
o File shares and permissions
• Assist with server upgrades and infrastructure maintenance activities.
• Support virtualization platforms and backups where applicable.
Networking Support
• Diagnose and resolve issues involving:
o TCP/IP
o VPN connectivity
o Firewalls (Troubleshoot and setup out of the box a plus)
o Wireless networks
o VLANs
o DNS and DHCP
• Assist with configuration and troubleshooting of:
o Switches (Troubleshoot and setup out of the box a plus)
o Access Points (Troubleshoot and setup out of the box a plus)
o Routers (Troubleshoot and setup out of the box a plus)
o SonicWall, Meraki, UniFi, or similar platforms
Documentation & Process Improvement
• Maintain detailed and accurate ticket documentation.
• Create and update internal knowledge base articles and SOPs.
• Identify recurring issues and recommend process improvements.
• Ensure all work adheres to internal standards and best practices.
Collaboration & Technical Leadership
• Provide mentorship and technical guidance to Level 1 and Level 1.5 technicians.
• Participate in knowledge sharing and team training initiatives.
• Collaborate with Projects and Engineering teams on client implementations and transitions.
• Assist with after-hours maintenance activities when required.
Required Qualifications
• 3–6 years of experience in an MSP or comparable IT support environment.
• Skill level equivalent to an experienced Level 2 Technician.
• Strong hands-on experience with:
o Microsoft 365
o Active Directory
o Microsoft Entra ID (Azure AD)
o Windows desktop and server operating systems
o Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience with endpoint management solutions.
• Ability to troubleshoot independently with minimal supervision.
• Strong communication, documentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
• Experience with:
o Microsoft Intune
o Microsoft Autopilot
o Jamf
o Hyper-V or VMware
o Backup and disaster recovery solutions
o Endpoint security tools
• Familiarity with PSA and RMM platforms such as:
o HaloPSA
o ConnectWise
o N-able
o NinjaOne
o Datto RMM
o IT Glue
• Microsoft certifications (or actively pursuing):
o MD-102
o MS-102
o AZ-104
o SC-900
• Previous MSP experience supporting multiple client environments.
What Success Looks Like in This Role
• Escalated issues are resolved efficiently with minimal involvement from senior engineers.
• Ticket quality and documentation are consistently excellent.
• Root causes are identified and recurring issues are reduced.
• Junior technicians receive timely mentorship and technical assistance.
• Clients experience fast, professional, and technically sound support.
• The Level 2 Technician becomes a trusted technical resource for both the Service Desk and Projects teams.
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