Level 2 IT Support Technician (MSP / VoIP)

Join Computer Exchange Service and Sales in Lynchburg, VA for an onsite Level 2 IT Support Technician role. This position focuses on MSP and VoIP solutions and acts as a key contact for business clients, handling incoming calls, resolving escalated tickets, and supporting hardware, servers, and networks. The opportunity offers a competitive salary range of $38,000 - $65,000 per year and a 401(k) plan with company matching, within a collaborative environment that values clear communication and reliable service.

Responsibilities

• Answer incoming technical support phone calls and manage client tickets in a timely, professional manner.
• Troubleshoot and maintain Windows Server environments, Active Directory, Group Policy, Office 365/M365, and local backup systems.
• Provision, configure, and troubleshoot SIP/RTP protocols, IP phones, auto-attendants, and VoIP cloud platforms.
• Diagnose and repair hardware issues (desktops, laptops, firewalls, switches, access points, and printers) both remotely and occasionally on-site.
• Clearly document issue details, troubleshooting steps, and resolutions in our ticketing system while keeping clients informed throughout the process.
• Serve as an escalation point for basic help desk queries while knowing when to escalate complex, high-level infrastructure projects.

Requirements

• 2+ years of experience in an IT support role (MSP or multi-client environment experience strongly preferred).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs).
• Hands-on experience with Windows Server, M365/Exchange administration, and virtualization.
• Experience supporting business VoIP communications systems.
• Strong diagnostic skills with a methodical approach to hardware and software troubleshooting.
• Outstanding phone presence, active listening skills, and the ability to explain technical concepts to non-technical end users.
• Self-motivated with strong time management skills and attention to detail.

Technologies

• Windows Server
• Active Directory
• Group Policy
• Office 365 / M365
• Exchange
• Virtualization
• SIP/RTP protocols
• IP phones
• Auto-attendants
• VoIP cloud platforms

Benefits

• 401(k)
• 401(k) matching

Compensation and Location

Location: Onsite in Lynchburg, VA.

Salary: $38,000 - $65,000 per year.

How to apply

Please submit your resume along with a brief cover letter highlighting your experience with MSP help desk ticket workflows, Windows Servers, or VoIP support.