Service Desk Specialist – Level 2 ( Cloud Systems )

Are you passionate about cloud technology and eager to join a dynamic, growing company with endless opportunities? Look no further! We are seeking a talented and motivated Service Desk Specialist to join our Managed Service Provider (MSP) business. This is your chance to be part of an exciting journey and make a significant impact on our clients' success.

Position Summary: 

As a Service Desk Specialist – Level 2 (Cloud Systems), you will be at the forefront of resolving escalated technical issues related to cloud systems and remote endpoint operations. You will work with platforms like Microsoft 365, Intune, Okta, DUO, Barracuda, and other SaaS platforms. Your role will also involve scripting automations and refining onboarding and support documentation.

Primary Responsibilities:

• Resolve escalated tickets and provide top-notch technical support.
• Build and modify RMM scripts to enhance system efficiency.
• Lead new-client onboarding and ensure a smooth transition.
• Conduct root-cause analysis and implement permanent fixes.
• Coach and mentor Level 1 technicians.
• Escalate complex issues to Level 3 for architecture approvals.

Requirements:

• 3–5 years of experience in an MSP or similar environment.
• Strong skills in Microsoft 365, Entra, Intune, identity/MFA tools, and Windows endpoint troubleshooting.
• Working knowledge of PowerShell.
• Excellent documentation and customer communication skills.
• Preferred certifications: MS-900, MD-102, Security+/Network+, Okta or DUO admin certifications.

Success Metrics:

• Percentage of Level 1 escalations resolved without Level 3 involvement.
• Mean Time to Resolution (MTTR) on escalated tickets.
• Quality and quantity of contributions to the knowledge base.
• Number of problem tickets closed with permanent fixes.

Why Join Us?

• Influence standards and automation impacting thousands of endpoints.
• Receive mentorship from senior cloud engineers.
• Clear path to Level 3 or architect roles.
• Competitive salary range of $60,000 to $85,000 annually, with potential for bonuses and other incentives.

Education: Bachelor's degree or equivalent experience

Benefits: This is a full-time position with benefits including:

• Medical, Dental and Vision coverage
• Optional personal supplemental insurance coverage
  Flexible Spending Account (FSA)
• Retirement Plan + Company Match
  Paid Personal Time Off (PTO)

Our Culture: At Advantage.Tech, we are driven by the core values of Kindness, Embracing Challenge, and Leading rather than following. We disrupt the IT industry by challenging traditional norms and prioritizing principles over profit. Our commitment to innovation and excellence ensures that we deliver the best solutions for our customers, fostering an inclusive culture and empowering our workforce to reach their full potential.

Teamwork and Office Environment: We believe that teamwork is essential to our success. This position requires working at our office in Frederick, MD, away from the hustle and bustle of downtown DC. We offer a collaborative and engaging environment where you can work alongside talented professionals to solve complex problems. Our office is a great place to grow your career and be part of a supportive team.

About Us: We are one of the fastest-growing IT companies in the DMV area, and we are looking for the best talent to join our team. If you are ready to take your career to the next level and be part of a company that values innovation, growth, and excellence, we want to hear from you! Apply now and join our team of dedicated professionals.