Job Description

Job Description

Job Description

Job Title: Help Desk L2 Technician
Location: Charlotte, NC (Onsite)
Job Type: Full-time

About Us

AT-NET Services is a premier Managed IT Service Provider dedicated to delivering proactive, reliable IT solutions. Our expert team ensures top-tier IT support, security, and infrastructure management for clients across diverse industries. We are seeking a skilled and motivated Help Desk L2 Technician to join our growing team.

Job Summary

As a Help Desk L2 Technician, you will provide advanced technical support, resolve complex IT issues, and ensure high-quality service for our clients. You will troubleshoot and manage networks, hardware, software, and cloud services while maintaining excellent client satisfaction.

Key Responsibilities

• Provide remote and onsite technical support, focusing on quick issue resolution and client satisfaction.
• Diagnose and troubleshoot hardware, operating systems (Windows/macOS), applications, and cloud-based services.
• Administer and maintain Microsoft 365, Active Directory, and Azure environments.
• Manage firewalls, routers, switches, VLANs, VPNs, and SD-WAN solutions.
• Perform system updates, patch management, and security configurations.
• Support VMware environments and use PowerShell for troubleshooting and basic automation.
• Escalate tickets as per the defined escalation process.
• Liaise with vendors, suppliers, and internal teams to resolve IT challenges.
• Maintain and update documentation for client systems and processes.
• Ensure compliance with security best practices (CIS Controls, NIST, CMMC, etc.).

Qualifications & Requirements

• 3+ years of experience in an IT support or help desk role, preferably within an MSP.
• Strong knowledge of Windows Server, Windows Desktop, and Microsoft Applications.
• Experience with Microsoft 365 administration (Exchange, SharePoint, Teams) and Azure.
• Proficiency in network troubleshooting (DNS, DHCP, VPN, TCP/IP).
• Hands-on experience with VMware support and PowerShell scripting.
• Familiarity with backup solutions, disaster recovery, and security best practices.
• Strong communication, customer service, and organizational skills.
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator are a plus.
• Experience with ConnectWise Automate, Manage, SonicWALL GMS/NSM, and Logic Monitor is a plus.

Why Join Us?

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and certifications.
• Collaborative and dynamic work environment.

If you're a dedicated IT professional passionate about delivering exceptional support, apply today to join AT-NET Services and grow with us!

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