Mid-Level IT Technician

SUMMARY:
Role Purpose:
The company is looking for a sharp, proactive Intermediate IT Support Technician who thrives under pressure, thinks on their feet, and takes ownership of problems. This person will work closely with the technical and cybersecurity teams to maintain high standards in service delivery, documentation, and security.
 
Key Responsibilities:
Technical Support:

• Provide 2nd line IT support across hardware, software, networks, and cloud platforms for end users and client environments.

• Troubleshoot and manage issues involving switches, firewalls, routing, DNS, DHCP, and VLANs with confidence and accuracy.

• Maintain clear and up-to-date documentation for all client sites, including network diagrams, asset registers, and support notes in line with the company standards.

• Ensure that security protocols are upheld in all client interactions, including access control, patch compliance, antivirus, and firewall configurations.

• Handle assigned tickets independently with a solutions-driven approach, escalating when appropriate but owning the resolution end-to-end.

• Assist with or lead deployments, hardware swaps, network setups, and other onsite tasks as needed.

• Strong troubleshooting and analytical skills
• Sound knowledge of networking (routing, switching, DNS)
• Ability to work autonomously and initiate solutions proactively
• Excellent documentation and organizational habits
• Strong communication skills (verbal and written)
• A security-first mindset

• 3+ years of IT support experience, preferably in an MSP environment
• Certifications such as CompTIA Network+, Microsoft 365, or Cisco CCNA (preferred)
• Experience with firewall configurations and DNS troubleshooting
• Exposure to Autotask, IT Glue, or similar tools (advantageous)

POSITION INFO:
Role Purpose:
The company is looking for a sharp, proactive Intermediate IT Support Technician who thrives under pressure, thinks on their feet, and takes ownership of problems. This person will work closely with the technical and cybersecurity teams to maintain high standards in service delivery, documentation, and security.

Key Responsibilities:
Technical Support:

• Provide 2nd line IT support across hardware, software, networks, and cloud platforms for end users and client environments.

• Troubleshoot and manage issues involving switches, firewalls, routing, DNS, DHCP, and VLANs with confidence and accuracy.

• Maintain clear and up-to-date documentation for all client sites, including network diagrams, asset registers, and support notes in line with the company standards.

• Ensure that security protocols are upheld in all client interactions, including access control, patch compliance, antivirus, and firewall configurations.

• Handle assigned tickets independently with a solutions-driven approach, escalating when appropriate but owning the resolution end-to-end.

• Assist with or lead deployments, hardware swaps, network setups, and other onsite tasks as needed.

• Strong troubleshooting and analytical skills
• Sound knowledge of networking (routing, switching, DNS)
• Ability to work autonomously and initiate solutions proactively
• Excellent documentation and organizational habits
• Strong communication skills (verbal and written)
• A security-first mindset

• 3+ years of IT support experience, preferably in an MSP environment
• Certifications such as CompTIA Network+, Microsoft 365, or Cisco CCNA (preferred)
• Experience with firewall configurations and DNS troubleshooting
• Exposure to Autotask, IT Glue, or similar tools (advantageous)

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