Level 2 IT Support Specialist

Location

Hybrid – Local to NYC (ability to travel onsite to client locations as needed)

Salary Range

$65,000–$80,000

Department: Service Desk

Reports To: Service Desk Manager

About the Company

ADDA is partnering with a fast-growing, high-performing IT Managed Service Provider (MSP) serving clients across diverse industries. The organization is known for exceptional client service, a collaborative team culture, and a modern model where team members are trusted to own problems end-to-end.

We're looking for a
Level 2 IT Support Specialist
who leads with customer service, thinks holistically about systems, and enjoys solving complex problems while building strong client relationships.

The Role

As a Level 2 IT Support Specialist, you'll be a
primary point of contact for clients
, responsible for resolving advanced technical issues, driving long-term fixes, and improving how support is delivered. This is not a call-center or ticket-churn role.

You'll work across multiple client environments, communicate directly with stakeholders, and take ownership from initial request through resolution and follow-up. Success in this role requires both strong technical capability
and
excellent customer-facing judgment.

What You'll Do

• Serve as a trusted, client-facing technical resource for escalated and complex support needs
• Diagnose and resolve issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments
• Own issues end-to-end including investigation, resolution, documentation, and client communication
• Support networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi-Fi, and routing
• Partner with teammates in a non-tiered support structure that values collaboration and shared ownership
• Participate in client projects including migrations, deployments, security initiatives, and system upgrades
• Identify recurring issues and recommend automation, tooling improvements, or process changes
• Maintain clear, accurate documentation and contribute to internal knowledge resources
• Provide onsite support to NYC-area clients as needed

Technology You'll Work With

Experience with all tools is not required. Exposure to several is strongly preferred.

Cloud & Productivity

• Microsoft 365, Azure AD, Intune
• Google Workspace

Systems

• Windows Server, Active Directory, Group Policy
• macOS with MDM solutions such as Jamf or Mosyle

Networking & Security

• Meraki, Fortinet, SonicWall
• VLANs, VPNs, Wi-Fi administration
• Endpoint security and EDR tools

MSP Tooling

• RMM platforms such as NinjaOne or Datto RMM
• PSA tools including ConnectWise or Autotask
• Backup platforms like Datto or Veeam

What We're Looking For

• 2–5+ years of experience in an MSP or fast-paced, multi-client IT support environment
• Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals
• Customer-first mindset with the ability to communicate clearly and calmly with non-technical users
• Comfort diagnosing unfamiliar technologies through logic, research, and experimentation
• High ownership mentality — you don't pass problems along, you solve them
• Proactive approach to improving processes, documentation, and tooling
• Desire to keep learning and expanding technical depth
• Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required

Why You'll Love Working Here

• Customer-focused support culture:
  Technical excellence paired with real client relationships
• Team structure:
  Ownership, autonomy, and accountability without rigid escalation paths
• Variety and growth:
  Exposure to diverse environments that rapidly build skills
• Impact-driven work:
  Your ideas for efficiency, automation, and improvement are encouraged and implemented
• Supportive culture:
  Curious, collaborative teammates who value quality work and mutual respect