IT Support Technician L1 / L2 (Hybrid)

Hybrid L1/L2 MSP technician supporting servers, networks, and end users.

BlazeLink supports small and mid-size businesses located across Central Florida with fast, reliable IT services. We are a growing MSP built by engineers, not corporate managers. You will work with a tight team, take real ownership of your work, and help shape how our operations as we scale.

The Role

This is a hybrid L1 / L2 MSP technician position where you will handle a wide range of technical issues, support end users, take on escalations, and work on servers and networks. Your job is to help keep our clients running smoothly while balancing hands on technical work with clear communication and a strong customer first mindset.

You will deliver superior customer service across varied technology scenarios requiring analytical thinking and practical problem solving. Client environments range from single-office small businesses to multi-site wide area networks. You frequently take the lead on initial ticket triage, set expectations, and own clear follow‑through communications.

Most work is performed remotely using our management and monitoring toolset; periodic onsite visits are scheduled for hardware tasks, networking changes, and project delivery. In coordination with the Administration team you help provide core managed services, proactive monitoring, and steady improvement feedback.

Responsibilities

  • Monitor and work service tickets with urgency, supporting computers, servers, switches, routers, firewalls, and specialty equipment
  • Provide remote and on site support as needed
  • Troubleshoot servers, networks, firewalls, and workstations
  • Perform routine maintenance and updates
  • Research and resolve technical issues independently
  • Communicate clearly with clients and keep them updated
  • Document all work in the ticketing system
  • Open, review, resolve, manage, and close support tickets end‑to‑end
  • Support Microsoft desktop, server and cloud product lines (Microsoft 365, Azure AD)
  • Participate in delivery of technology and infrastructure projects

Qualifications & Experience

  • MSP background with at least one year in an L1 or L2 role
  • Strong technical skills with Windows Server, Microsoft 365, workstation support, server and network maintenance, Hyper‑V, Cisco, Ubiquiti, SonicWall, and general networking
  • IP troubleshooting fundamentals (subnetting, DHCP, DNS; routing basics, ports, protocols) and proficient PC/network troubleshooting
  • Working knowledge of Microsoft Active Directory and Group Policy in domain environments
  • Experience with Office 2013 or later and Microsoft 365
  • Experience using ticketing systems or PSA platforms
  • Willing to travel ~50 miles for occasional regional visits; reliable transportation and valid insurance
  • Ability to lift and move equipment (30 lbs)

Preferred

  • A+ required
  • Network+, Security+, or Microsoft certifications
  • Experience with ConnectWise, or other platforms

Position Details

  • Full-time, permanent
  • Compensation: $50–60k DOE
  • Hybrid: Remote plus periodic onsite client visits (Daytona Beach area)
  • Includes PTO, holidays, and reimbursement for approved certifications
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