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