Level 2 IT Support Technician (MSP | Networking + Security Mindset)

About ACS

Absolute Computer Systems (ACS) is a cybersecurity-focused MSP/MSSP serving Kenosha and the surrounding region. We run on three simple promises: Security, Stability, and Speed — and we take “customer first” seriously: we're not done until the client thinks we're done.

We're hiring a Level 2 Technician who can troubleshoot, communicate, document, and own outcomes. Our tickets range from simple (“where's my Adobe icon?”) to advanced (multi-site printing/AD/network issues). The common thread is this: we need a tech who can steer the ship — and ask for help early when needed.

What You'll Do (Core Responsibilities)

• Own and resolve L2 support tickets end-to-end (remote + onsite) — with accountability and follow-through
• Troubleshoot Windows environments (endpoints + fundamentals of server/AD environments)
• Diagnose and resolve network issues: DHCP/DNS, VLAN tagging, managed switches, Wi-Fi, connectivity, performance
• Work with firewall fundamentals (brand-agnostic): rule concepts, NAT basics, VPN concepts, segmentation mindset
• Use and document work cleanly in our stack: Autotask + Datto RMM (Kaseya) + IT Glue
• Support endpoint security/backup fundamentals (familiarity required)
• Participate in onboarding/offboarding, standardization, and occasional project work
• Communicate clearly with clients and teammates — including knowing when to escalate and how to do it well

What “Good” Looks Like Here

• You finish what you start (or coordinate the handoff like a pro)
• You keep the client informed and calm — no mystery silence
• Your documentation is clean enough that another tech can pick up instantly
• You operate like a teammate, not a competitor (no “in-shop scoreboard” mentality)

Requirements (Must Have)

• 3+ years of professional IT experience (MSP preferred, not required)
• Strong Windows troubleshooting skills and a solid grasp of fundamentals
• Real networking competence: VLANs, managed switches, DHCP/DNS, Wi-Fi troubleshooting
• Firewall experience (brand doesn't matter) — enough to demonstrate competence and safe handling
• Strong communication skills (written + verbal) and a customer-first attitude
• Valid driver’s license, reliable transportation, and ability to lift typical IT equipment (laptops/desktops/monitors)

Nice to Have (Not Required)

• MSP experience with ticketing/RMM/documentation discipline
• Fortinet familiarity (helpful, not mandatory)
• Experience supporting multi-site environments
• Certifications (A+/Net+/Sec+/Microsoft) — welcomed, not required

Assessments & Security Work

We use trusted third parties for assessments (e.g., Galactic Advisors, Network Detective). You’ll be expected to understand what the findings mean, support remediation, and communicate clearly — not “wing it.”

Why ACS

• No on-call and a sane schedule
• Clear values: Management by Objectives, Customer First, Family-oriented, process-driven
• Variety of work (you won’t rot doing password resets all day)
• Growth is real here: pick a vertical, become the go-to, and own it — the ceiling is defined by your initiative

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Professional development assistance

Work Location: In person