MSP Level II Microsoft Support Tech

MSP Level 2 Microsoft Support Tech / Escalations Engineer who is driven to deliver extreme client service

We've built our company on finding people who love helping customers solve problems – sometimes complex problems. We are successful because our company values guide everything we do day to day:

• Make good on our promises.
• Be trustworthy.
• Take nothing and no one for granted.
• Live the student mentality.
• Bring a whatever-it-takes attitude to work.
• Invest in long-term relationships.

We are customer obsessed and busy, so we don't have time for idiots, drama, slackers or negativity. Come and visit us and see how we're different.

At CCS, our mission is to take the frustration and complexity out of technology and deliver a total IT solution through deep expertise, rapid response time and personable service.

Our clients experience peace of mind and confidence because their technology seamlessly fuels their business. This allows our clients to achieve game-changing milestones, sustainable growth and new opportunities.

We firmly believe that our employees drive company success and we strive to create an environment that offers challenging, stimulating, and financially rewarding opportunities. We have a flexible work schedule, some remote work capabilities, unlimited paid time off, other benefits and all the free caffeine that you can consume

To better serve our clients we are, once again, growing our team.

About the Role:

As a Level 2 Technician in our Managed Services department, you'll serve as the escalation point for technical support, tackling complex issues across workstations, servers, networks, and Microsoft 365. You'll also mentor Level 1 technicians and ensure excellent customer experience.

Location: Rolling Meadows, IL (Hybrid: remote with onsite/office visits as needed)

What You'll Do:

• Own and resolve escalated tickets from Level 1 via calls, email, and chat
• Advanced troubleshooting for Windows/Mac workstations, servers, and network connectivity
• Manage and monitor backups for client environments, ensuring data integrity and recovery
• Create, update, and resolve tickets in ConnectWise PSA per documented procedures
• Research and implement solutions for edge cases beyond known playbooks
• Manage advanced user permissions and security settings
• Document client environments and keep internal knowledge current
• Drive timely follow-up and resolution on assigned tickets
• Mentor and guide less-experienced technicians

What You'll Bring:

• An outgoing attitude, and a great personality to work
• Ownership and follow-through on tasks to complete resolution
• High attention to detail and quality of work
• Ability to handle stressful situations effectively
• Willingness to seek help when needed, without overburdening others
• Accurate time estimation for tasks
• Team-oriented mindset; success measured by team outcomes
• Quick learner, self-motivated, and able to work independently
• Clear communication of technical information to non-technical people
• Enjoyment in helping others and sharing knowledge

Credentials and Experience Required:

• 2+ years' experience with switching, VLAN, routing, and firewall technologies
• 2+ years' experience with server hardware
• 2+ years' experience in data backup/recovery, antivirus, and VPN support
• Proven troubleshooting and resolution of complex technical issues
• Strong documentation and communication skills

Preferred (not all are expected, but any are a plus):

• CompTIA certifications: A+, Network+, Security+
• Microsoft Fundamentals: AZ-900, MS-900, SC-900
• Microsoft role-based certifications: AZ-700, AZ-800/801, MD-102, MS-721, SC-300
• Networking certifications: Cisco Meraki Solutions Specialist, Ubiquiti UFSP, UWA, URSCA
• Experience mentoring or training junior technicians
• Experience with ConnectWise PSA or similar ticketing systems

Note: We recognize that not every candidate will have all preferred certifications or experience. If you meet the required qualifications and are eager to learn, we encourage you to apply.

How Success is Measured:

• Accurate, efficient handling of complex escalations
• Consistent SLA compliance for response and resolution
• Thorough documentation of tickets and internal knowledge
• Positive customer feedback in high-stakes scenarios
• Reliable contribution to projects (migrations, deployments, rollouts)

Join us and discover a work experience where diverse ideas are met with enthusiasm, and you can learn and grow to your full potential. We look for individuals who enjoy the entrepreneurial thrill of invention and who enjoy working as a team to create an awesome experience for our client partners.

Please send your resume to

CCS Technology

3620 Edison Place

Rolling Meadows, Illinois 60008

Job Type: Full-time

Pay: $60, $75,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• Are you that field tech who enjoys going onsite to clients? Mostly supporting our local clients within a 30 mile radius of our offices.

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Rolling Meadows, IL Required)

Work Location: Hybrid remote in Rolling Meadows, IL 60008