IT Support Manager L1 L2 MSP VoIP Fiber ISP

About Us

We are a Managed Services Provider (MSP) VoIP Provider and Fiber ISP delivering cuttingedge technology solutions to businesses. Our services include managed IT support network infrastructure VoIP systems and fiber internet solutions.

We are expanding our team and looking for an IT Support Manager who can handle Level 1 & 2 support tickets manage SLAs/KPIs improve documentation and oversee support operations. This position will also require occasional travel to customer sites data centers and remote office locations.

This role is handson and leadershiporiented requiring someone with strong troubleshooting skills across Windows Linux networking VoIP security automation and cloud technologies while also ensuring documentation process improvements and service delivery meet high standards. This position is also oncall for nights/weekends as needed.

Key Responsibilities

Technical Support & Troubleshooting (L1 & L2

• Provide handson troubleshooting for Windows Linux and macOS systems.
  
• Manage Active Directory (AD) structure Group Policy (GPO) hybrid AD environments.
  
• Troubleshoot networking issues (firewalls VLANs VPNs BGP DHCP DNS routing).
  
• Configure and maintain MikroTik Juniper and other enterprise network devices.
  
• Diagnose and resolve VoIP issues (SIP PBX Asterisk FreePBX 3CX Kazoo QoS).
  
• Perform packet capture analysis (Wireshark tcpdump MikroTik Torch etc..
  
• Support Azure AD Intune and identity management (Okta CASB Zero Trust).
  
• Maintain and troubleshoot hyperconverged environments (HyperV VMware StarWind TrueNAS Scale Proxmox).
  
• Manage Veeam backup & disaster recovery solutions.
  
• Implement security hardening endpoint protection and compliance measures.
  
• Automate repetitive tasks using PowerShell Python or Bash scripts.
  

Documentation SOPs & Process Improvements

• Maintain and improve documentation in ITGlue Hudu Confluence and Wiki systems.
  
• Create and update Standard Operating Procedures (SOPs) knowledge base articles and internal training materials.
  
• Establish a weekly documentation quota to ensure consistent documentation of systems processes and resolutions.
  
• Identify and implement process improvements and automation to enhance efficiency.
  

Management SLA KPIs & Reporting

• Ensure SLA compliance for ticket response and resolution times.
  
• Track KPIs for IT support performance and identify areas for improvement.
  
• Generate and present weekly/monthly reports on SLA compliance ticket resolution and documentation progress.
  
• Work with leadership to refine IT processes service delivery and automation.
  
• Conduct periodic performance reviews and mentorship for junior technicians.
  

Travel & OnCall Responsibilities

• Travel to customer sites data centers and remote office locations as needed for support and project work.
  
• Be available for oncall rotations for nights weekends and critical incidents.
  
• Ensure urgent issues are addressed promptly and escalations are handled effectively.
  

Requirements

Qualifications & Skills

Required Experience & Knowledge

• 3 years in an MSP ISP or enterprise IT environment handling L1/L2 support.
  
• Strong expertise in Windows Server Active Directory (GPO OU design hybrid AD).
  
• Linux system administration (Ubuntu CentOS Debian Rocky).
  
• Handson experience with MikroTik Juniper and enterprise network infrastructure.
  
• VoIP troubleshooting (SIP PBX Asterisk FreePBX 3CX Kazoo QoS).
  
• Packet capture analysis (Wireshark tcpdump MikroTik Torch etc..
  
• Experience with security hardening MFA Zero Trust endpoint protection.
  
• Backup & DR solutions (Veeam Datto Unitrends TrueNAS ZFS BTRFS).
  
• Proficiency in PowerShell Python or Bash scripting for automation.
  

Preferred Experience (Not Required But a Plus!

• Azure AD Intune and identity management (Okta CASB Zero Trust).
  
• ImmyBot Rewst and RMM tools (NinjaRMM Datto RMM Automate Kaseya Auvik etc..
  
• SIEM log analysis and security frameworks (NIST CIS SOC2.
  
• ISP network management (BGP OSPF MPLS PPPoE VLANbased L2 transport).
  

Soft Skills & Attributes

• Ability to work independently with minimal documentation and troubleshoot unknown issues.
  
• Strong documentation and organizational skills.
  
• Excellent communication and customer service skills.
  
• Ability to work under pressure and handle multiple priorities.
  
• Mentorship and leadership skills to train junior staff.
  

Certifications (Preferred but Not Required)

• CompTIA A Network Security
  
• Microsoft 365 Certified: Modern Desktop Administrator
  
• Cisco CCNA or Juniper JNCIA
  
• VoIP/SIP certifications (SIP School FreePBX 3CX)
  
• Azure Administrator Associate or AWS Certified Solutions Architect
  

Performance Expectations

Benefits

Work Environment & Benefits

Why Join Us

This role is ideal for a technical leader who can manage L1/L2 support drive IT documentation ensure SLA/KPI compliance automate processes and travel for handson support. If you want to take ownership of IT support operations and work with cuttingedge tech apply today!