L2 MSP Helpdesk Technician

About Clicrite: 

Founded by high-level engineers, we reshape IT support for small and medium businesses. We move beyond the usual corporate playbook. Our culture is hands-on, collaborative, and built on real problem-solving. At Clicrite, your ideas and contributions matter. You have a voice in shaping not only your career but also our shared future.

Why Join Us: 

• Dynamic Culture: Our core values are our compass - Positive Energy, Honest Communication, Mutual Benefits, User-Centric Focus, and Gap-Filling Initiative. 

• Impactful Work: Engage in tasks that challenge and fulfill you, driving both client satisfaction and personal growth. 

• Collaborative Environment: Your insights are not just welcomed, they're essential to our continuous improvement. 

The Role: 
As an L2 MSP Helpdesk Technician, you're more than just a technical expert. You're a pivotal force in delivering outstanding service and driving process improvement. Balancing technical prowess with excellent client interaction skills, you'll be at the forefront of managing and escalating complex IT issues, while also being a proactive solution finder. 

Responsibilities:   

• Monitor service tickets and respond promptly and appropriately.  

• Offer remote and on-site support to clients, as needed.  

• Provide server and network maintenance and support to clients.  

• Identify, research, and resolve technical problems reported by clients.  

• Communicate with customers as necessary to gather information and provide updates.  

• Document all communication and steps taken in the service ticket for future reference. 

Key Qualifications: 

• MSP Experience: Minimum one year of L2 experience within an MSP

• Technical Skills: Proficiency in server, firewall, and network troubleshooting (Hyper-V, Sonicwall, Cisco, Ubiquiti), Microsoft Server/PC products, O365, and advanced networking principles 

• Additional Skills: Exceptional time management, communication, and client relationship skills. Experience with PSA/Ticketing systems and a knack for learning and adapting quickly. 

Preferred Skills: 

• Certifications: A+ required; Network+, Security+, or Microsoft certifications desirable. 

• Software Proficiency: Familiarity with ConnectWise Manage, Ninja RMM, and documentation platforms. 

HR Information 
Full-time, permanent position 
Schedule: Monday to Friday, 9 AM to 6 PM Eastern
Salary is at least $75,000
In-office role just 40 minutes from Manhattan and close to NYC/NJ.