Level 2 MSP Technician

Who We Are

We're a Managed Service Provider based in the heart of Austin's Shoal Creek neighborhood, and we take our work seriously — the fun, however, is non-negotiable. Our team is made up of full-on, card-carrying nerds who genuinely love what they do. We debate tech, swap memes, deep-dive into rabbit holes, and somewhere in between all that, we deliver excellent IT support to our clients. If you can hold a conversation about networking protocols AND last night's episode of whatever everyone's watching, you'll fit right in.

Our culture is laid-back and focused: as long as the work gets done and clients are happy, we're not here to micromanage you. We trust our people, and we expect our people to bring their best — technically and personally.

The Role

We're looking for a Level 2 Help Desk Technician who can troubleshoot like a pro, communicate like a human, and make a frustrated client feel like everything's going to be okay — because it is, because you've got it handled. This is a primarily remote-support role (you'll be working from our Austin office, not from home), with occasional on-site visits to client locations when the situation calls for it.

You'll be working Monday through Friday with a rotating on-call schedule for nights and weekends. Yes, that part is real — but we keep it fair and rotate it across the team.

What You'll Do

•       Serve as the escalation point for Level 1 tickets — you're the "I got this" person when things get spicy

•       Diagnose and resolve complex hardware, software, and network issues for our clients

•       Manage and resolve tickets in ConnectWise Manage with clear, thorough documentation (yes, your notes matter — future you will thank present you)

•       Monitor client environments and respond proactively using ConnectWise Automate

•       Perform on-site visits to client locations when remote support just won't cut it

•       Participate in the rotating on-call schedule for after-hours and weekend support

•       Communicate with clients in plain English — no jargon dumping on non-technical folks

•       Collaborate with the rest of the team to improve processes, share knowledge, and keep things running smoothly

•       Document everything. Seriously. Everything.

What You Bring

The Non-Negotiables

•       5+ years of hands-on experience in an MSP environment — this isn't the place to learn what an MSP is

•       Genuine friendliness and a sense of humor — our clients like us, and we'd like to keep it that way

•       Strong troubleshooting chops across Windows environments, M365, networking, and end-user support

•       Experience with ConnectWise Automate (RMM) and ConnectWise Manage (PSA/ticketing)

•       Ability to pass a background check

•       A valid driver's license and reliable transportation for occasional client site visits

•       Excellent written and verbal communication skills — you can explain DNS to a dentist without making them cry

•       The ability to prioritize, stay calm under pressure, and not spiral when three things break at once

Nice to Have (But Not Required)

•       Certifications (CompTIA A+, Network+, Security+, Microsoft certs, etc.) — we love them, but we hire the person first

•       Experience with Microsoft Azure or Entra ID (formerly Azure AD)

•       Familiarity with HIPAA, CMMC, or other compliance frameworks

•       Scripting or automation experience (PowerShell, batch, etc.)

•       Prior experience working directly with SMB clients

Compensation & Benefits

We take care of our people. Here's what's on the table:

•       Salary: $70,000 – $80,000 annually, based on experience

•       Medical, dental, and vision insurance

•       Life insurance

•       401(k) with company matching

•       Paid time off

•       A team that actually likes each other (this one's underrated)

Work Environment & Physical Requirements

•       This is a fully on-site role at our office in the Shoal Creek area of Austin, TX

•       Primarily desk-based remote support; occasional client site visits required

•       Must be able to occasionally lift and move IT equipment (up to 50 lbs)

•       Rotating on-call availability for nights and weekends

Sound Like You?

If you're technically sharp, genuinely personable, and the kind of person who gets excited when you finally crack a tricky issue — we want to hear from you. Apply with your resume and a brief note about why you'd be a great fit. Bonus points if you make us laugh (no pressure, but also... a little pressure).

We are an equal opportunity employer and welcome applicants of all backgrounds, experiences, and identities.