IT Support Manager (L1 & L2) - MSP, VoIP & Fiber ISP

Job Description

About Us

We are a Managed Services Provider (MSP), VoIP Provider, and Fiber ISP delivering cutting-edge 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 hands-on and leadership-oriented , 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 on-call for nights / weekends as needed.

Key Responsibilities

Technical Support & Troubleshooting (L1 & L2)

• Provide hands-on 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 hyper-converged environments (Hyper-V, 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

Management, SLA, KPIs & Reporting

Travel & On-Call Responsibilities

Requirements

Qualifications & Skills

Required Experience & Knowledge

Preferred Experience (Not Required, But a Plus!)

Soft Skills & Attributes

Certifications (Preferred but Not Required)

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 hands-on support. If you want to take ownership of IT support operations and work with cutting-edge tech, apply today!