Level 2 IT Support Technician / Centralized Services

As a Level 2 Technician, you will play a key role in our technical support team, responsible for diagnosing and resolving more complex technical issues, while also managing centralized services by responding to automated alerts. This role requires a proactive approach, attention to detail, and a strong understanding of IT infrastructure and tools.

Key Responsibilities:
- Provide Level 2 support for IT issues, including troubleshooting, diagnostics, and resolution of hardware and software issues.
- Monitor and respond to automated alerts generated by our centralized service tools.
- Utilize and manage Autotask for ticketing and project management.
- Perform backup and disaster recovery operations using Acronis.
- Manage and monitor endpoint security, patch management, and other automated tasks using Kaseya VSA.
- Collaborate with Level 1 technicians to escalate and resolve more complex issues.
- Maintain detailed documentation of support processes, troubleshooting steps, and resolutions.
- Participate in on-call rotation as needed to ensure 24/7 coverage.
- Assist in training and mentoring junior technicians.
- Stay current with the latest technology trends and updates relevant to our services.

Required Skills and Experience:
- 3+ years of experience in an IT support role, preferably within an MSP environment.
- Strong experience with Autotask, Acronis, and Kaseya VSA.
- Solid understanding of IT infrastructure, including networks, servers, and security.
- Experience in managing and responding to automated service alerts.
- Ability to work independently and as part of a team in a fast-paced environment.
- Excellent communication and customer service skills.
- Strong problem-solving skills and the ability to think critically under pressure.
- Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

Preferred Qualifications:
- Experience in mentoring or training junior technicians.
- Familiarity with other MSP tools and platforms.
- Prior experience in a centralized services role is highly desirable.