Job Description Job Description
We are seeking a highly motivated, adaptable, and customer-focused IT Systems & Network Technician to join our growing Managed Service Provider (MSP) team. In this role, you will be the backbone of our technical delivery, combining day-to-day tier 1/2 systems support with strong, hands-on networking expertise.
The ideal candidate understands that an MSP environment moves fast. You don't just close tickets-you look at a client's environment holistically, ensure their network infrastructure is stable, and maintain ironclad documentation.
Key Responsibilities
Network Deployment & Management
- Configure, deploy, and manage firewalls, switches, and wireless access points (WAPs), ensuring robust security policies and perimeter defenses are in place.
- Troubleshoot complex network connectivity issues across various client environments, including VLAN segmentation, DHCP, DNS, and routing protocols.
- Implement and manage secure access controls, including Multi-Factor Authentication (MFA), Single Sign-On (SSO), and VPN gateways.
- Monitor network health, performance, and bandwidth utilization to proactively resolve bottlenecks before they affect the client.
Systems Support & Escalations
- Provide remote and occasional on-site technical support for workstation deployment, server administration, and cloud environments (Microsoft 365 / Google Workspace).
- Act as an escalation point for complex technical issues that standard helpdesk workflows cannot resolve.
- Efficiently manage individual queues within our ticketing system, documenting all troubleshooting steps, asset updates, and resolutions with high accuracy.
Client Success & Proactive Security
- Communicate technical concepts clearly and empathetically to clients with varying levels of technical proficiency.
- Identify recurring infrastructure vulnerabilities or outdated hardware and collaborate with senior engineering teams on remediation options.
Qualifications & Skills
Technical Requirements
- Networking & Security Hardware: Strong foundational knowledge of OSI layers, TCP/IP, subnetting, VLANs, and VPN architecture. Hands-on experience configuring and maintaining modern network stacks and security appliances-specifically WatchGuard Fireboxes or cloud-managed solutions (e.g., Cisco Meraki)-is highly preferred.
- Identity & Access Security: Deep familiarity with access management and security tools (e.g., Cisco Duo, Azure AD/Entra ID).
- MSP Toolkit: Previous experience utilizing standard MSP management platforms, including Remote Monitoring and Management (RMM) tools and Professional Services Automation (PSA) systems.
- Operating Systems: Mastery of Windows 10/11, Windows Server environments, and core networking roles (Active Directory, Group Policy, DNS/DHCP).
Professional & Soft Skills
- MSP Mindset: Ability to multitask, pivot quickly between different client networks, and accurately track time.
- Communication: Exceptional verbal and written communication skills; ability to deliver a stellar customer service experience.
- Documentation: A strict commitment to keeping network diagrams, client documentation, and password repositories meticulously up to date.
Company Description Medium sized MSP serving a large catalog of businesses across Michigan Company Description Medium sized MSP serving a large catalog of businesses across Michigan