Help Desk Tier II (MSP)

Abacus I.T. is seeking an experienced Tier II Help Desk / MSP Support Technician to support client environments through advanced troubleshooting, escalation coverage, and proactive monitoring (onsite in Maple Shade, NJ).

Responsibilities

• Respond to and resolve escalated help desk tickets involving advanced workstation, server, network, Microsoft 365, and application issues
• Act as a Tier I escalation resource and provide technical guidance when needed
• Troubleshoot Windows desktop and Windows Server environments
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint
• Manage and troubleshoot Microsoft Entra ID / Azure Active Directory (user accounts, groups, MFA, permissions, authentication issues)
• Administer Active Directory, including Group Policy, user accounts, security groups, and permissions
• Troubleshoot network connectivity and infrastructure issues involving DNS, DHCP, VLANs, VPNs, switches, wireless networks, and internet connectivity
• Configure, troubleshoot, and maintain firewalls and related network security solutions
• Support VMware and Microsoft Hyper-V virtualized environments
• Troubleshoot servers, virtual machines, storage, and other infrastructure-related issues
• Use RMM tools to proactively monitor, maintain, patch, and troubleshoot client systems
• Review patching, system health, backup, security, and monitoring alerts and take appropriate corrective action
• Support endpoint security solutions, including EDR, antivirus, email security, MFA, and other cybersecurity tools
• Investigate security alerts and suspected incidents following established procedures
• Troubleshoot backup failures and assist with restoration and disaster recovery procedures
• Perform new user onboarding and offboarding (account creation, permissions, licensing, MFA, workstation configuration)
• Install and deploy computers, servers, networking equipment, firewalls, wireless access points, and other IT hardware
• Support client technology projects, including upgrades, migrations, hardware replacements, and deployments
• Document troubleshooting steps, resolutions, configurations, credentials where appropriate, and client communications in company systems
• Create and maintain technical documentation and internal knowledge-base articles
• Follow established ticketing, escalation, change management, and cybersecurity procedures
• Communicate clearly and professionally with clients about technical issues, recommendations, and resolutions
• Mentor and assist Tier I technicians with troubleshooting techniques and technical development
• Participate in ongoing technical training and professional development

Requirements

• 3+ years of professional IT support experience, preferably in an MSP or multi-client environment
• High school diploma or equivalent required
• Strong knowledge of Windows 10/11 and Windows Server environments
• Hands-on experience administering and troubleshooting Microsoft 365
• Experience with Microsoft Entra ID / Azure Active Directory and Active Directory
• Working knowledge of Group Policy, user permissions, security groups, and authentication
• Strong understanding of networking concepts: DNS, DHCP, VLANs, VPNs, routing, switching, and Wi-Fi
• Experience troubleshooting firewalls and network infrastructure
• Working knowledge of VMware and/or Microsoft Hyper-V
• Experience using RMM, remote support, and PSA/ticketing platforms
• Understanding of cybersecurity best practices, including MFA, endpoint security, EDR, email security, and access controls
• Experience troubleshooting backup and disaster recovery solutions
• Ability to independently troubleshoot and resolve moderately complex issues
• Ability to recognize when to escalate to a senior engineer or specialized resource
• Strong documentation and ticket management skills
• Excellent customer service, communication, and interpersonal skills
• Ability to prioritize and manage multiple tickets in a fast-paced environment
• Ability to work independently and collaborate effectively with the technical team
• Valid driver’s license and reliable transportation for client visits

Technologies

• Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint
• Microsoft Entra ID, Azure Active Directory, Active Directory, Group Policy
• DNS, DHCP, VLANs, VPNs
• RMM, VMware, Microsoft Hyper-V
• EDR, antivirus, email security, MFA
• Remote Monitoring and Management (RMM) tools, PSA/ticketing platforms, ConnectWise Manage, ConnectWise RMM
• Microsoft Intune, Fortinet/FortiGate firewalls
• Microsoft Azure
• VMware vSphere/ESXi
• Backup and disaster recovery platforms
• Microsoft Defender, PowerShell
• VoIP, cloud-based phone systems
• Network switches, wireless access points, Microsoft Azure
• Microsoft certifications, Fortinet certifications, CompTIA Network+, CompTIA Security+

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Vision insurance

Preferred Skills & Certifications

• Experience with ConnectWise Manage and/or ConnectWise RMM
• Microsoft Intune and endpoint management experience
• Fortinet/FortiGate firewalls experience
• Microsoft Azure experience
• VMware vSphere/ESXi experience
• Microsoft Hyper-V experience
• Backup and disaster recovery platforms experience
• EDR solutions experience
• Email security and spam filtering platforms experience
• Microsoft Defender experience
• PowerShell scripting and automation experience
• VoIP and cloud-based phone systems experience
• Network switches, wireless access points, and VLAN configuration experience
• CompTIA Network+ or Security+
• Microsoft certifications
• Fortinet certifications
• Other industry-recognized technical certifications

Location: Maple Shade, NJ (onsite)

Salary: USD 55,000 - 64,500 per yearly

Minimum experience: 3 years

Education: High school diploma or equivalent