Senior Service Desk Technician (Tier 2 – MSP)

Snap Tech IT, LLC is seeking a seasoned Service Desk professional to join our in-house team in Cumming, GA. The Senior Service Desk Technician (Tier 2) acts as the main escalation point for complex incidents within our MSP environment, owning advanced troubleshooting and guiding issues through to resolution. This onsite role blends hands-on technical work with collaboration across a close-knit group of IT professionals to support multiple business clients.

Responsibilities

• Serve as a Tier 2 escalation resource for intricate technical problems
• Deliver remote technical support to several business clients in a B2B MSP setting
• Troubleshoot and resolve advanced issues on Windows 10/11
• Address complex Microsoft 365 problems, including Exchange and basics of Azure AD
• Troubleshoot Active Directory concerns (users, groups, GPO awareness)
• Resolve advanced networking issues (DNS, DHCP, TCP/IP)
• Own tickets through to resolution, rather than simply handing them off
• Perform technical triage to determine severity and root cause
• Use ConnectWise Automate and our ticketing system to manage tasks
• Support endpoint security tools, email security, MDM, and related platforms
• Create and maintain clear documentation in IT Glue
• Collaborate with fellow technicians and escalate only when appropriate
• Participate in a rotating after-hours on-call schedule
• Occasionally travel onsite to client locations; a valid driver’s license is required

Requirements

• 3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
• Demonstrated Tier 2 troubleshooting experience
• Strong working knowledge of Windows OS
• Strong working knowledge of Microsoft 365
• Strong working knowledge of Active Directory
• Solid understanding of networking fundamentals
• Experience handling tickets from a queue and documenting work thoroughly
• Strong customer service and communication skills

Technologies

• Windows OS
• Microsoft 365
• Active Directory
• ConnectWise Automate
• IT Glue
• VMware
• ConnectWise

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

What we’re looking for

• Regularly handles escalated or non-routine tickets
• Comfortable troubleshooting issues where the answer isn’t obvious
• Ability to manage multiple priorities in a fast-paced queue
• Clear communication with non-technical end users
• Ownership and follow-through to resolution
• Valuing documentation, process, and accountability
• Understanding MSP expectations around responsiveness and efficiency

Strongly preferred (not required)

• Prior MSP experience
• Experience with ConnectWise, RMM tools, or similar platforms
• Exposure to virtualization (VMware or similar)
• Security tooling or firewall exposure
• Microsoft or CompTIA certifications

About Snap Tech IT

Since 2001, Snap Tech IT has delivered managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that prioritizes curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.

Experience

IT Support / Help Desk: 3 years (Required)

Work Location

In person

Location

Cumming, GA

Job Type

Full-time

Pay

$60,000.00 - $70,000.00 per year

Application Questions

• What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
• This is a full‑time, in‑office role in Cumming, GA (Monday–Friday). Please confirm your availability.
• Briefly describe your IT support experience, including the type of environment(s) you supported (MSP, internal IT, service desk) and the level of issues you primarily handled (Tier 1, Tier 2, escalations, etc.).
• Describe the most complex Microsoft 365 issue you personally resolved end to end without escalation. Include what was broken, how you diagnosed the root cause, and what ultimately fixed it.
• Describe a ticket that was escalated to you because Tier 1 could not resolve it. What symptoms were reported, what troubleshooting had already been attempted, how you identified the root cause, and what ultimately resolved the issue?