In-Office (with local client site visits as needed)
Sandy, UT
Full-Time / Permanent
8:00 AM - 5:00 PM (Mountain Time)
JOB DETAILS
JOB DETAILS
Job description
Are you tired of working somewhere that has you doing the same thing every single day?
Are you looking to grow, not just collect a paycheck?
Do you want to be part of something bigger than fixing computers?
If you said yes to all three, keep reading. If you are happy where you are, this may not be for you, and that is fine.
The Problem with Most Tech Jobs
You know the drill. You show up. You work the queue. The same printer issues. The same password resets. The same clients asking the same questions because nobody documented the solution the first time.
The tools may be outdated or inconsistently configured. Processes exist, but they are not always followed. Too much depends on whoever happens to be available, and good ideas often get lost in the urgency of the day.
You are busy, but you are not necessarily growing.
And when you try to do things right—documenting a fix, identifying a recurring issue, or suggesting a better way to handle something—it may not go anywhere because there is no consistent process for turning improvements into action.
Eventually, people stop trying. The company stays stuck, and so do you.
That is not what we are building at qnectU.
What Makes This Different:
We believe a strong MSP should run on clear systems, shared standards, and personal accountability.
We have established processes for how work is received, assigned, escalated, documented, and reviewed. We also recognize that a growing company must continue refining those systems as the team, client base, and complexity of the work increase.
We are not claiming that every process is perfect or that every answer already exists in a document. What we can offer is a company that takes operational improvement seriously and is actively working toward greater consistency, stronger documentation, and clearer expectations across the team.
You will have structure to work within, experienced people to learn from, and the opportunity to help improve the systems you use every day.
That means two things for you:
You’ll know what is expected. We have defined workflows, service standards, and escalation paths designed to keep work moving and reduce unnecessary confusion. You will not be expected to figure everything out alone.
You’ll have a voice in making things better. When a process is unclear, documentation is missing, or the same problem keeps happening, we want you to speak up and help improve it. Strong systems are not created once and forgotten. They get better because the people using them contribute what they learn.
What You Will Do:
You are a Tier 2 technician. That means you handle work that the front line could not resolve during the initial troubleshooting process—not because they are bad at their jobs, but because some problems require more time, experience, or a different approach.
Your day will include escalated tickets, scheduled technical work, client communication, documentation, and occasional on-site visits.
You’ll dig into problems and determine what is actually happening (not just what the user believes is happening). You’ll troubleshoot the issue, identify the root cause when possible, implement the appropriate solution, and document what you did.
When the same issue is likely to happen again, you will help turn the solution into useful internal documentation.
When a problem is too large or complex to remain a support ticket, you’ll identify it as potential project work so it can be properly scoped and scheduled instead of remaining open indefinitely.
Most support is handled remotely, but some situations require an on-site visit. You won’t be stuck at a desk all day, and you won’t be on the road all day either.
You talk to clients like a human being. You explain what happened, what you did, and what they should expect next. You won’t hide behind jargon or disappear after the fix. You close the loop.
You will also:
Contribute to and improve our internal knowledge base
Follow established service workflows and technical standards
Help identify opportunities to strengthen documentation and processes
Support client onboarding by deploying tools, verifying configurations, and assisting users
Participate in team reviews focused on service quality, recurring issues, and operational improvement
Share knowledge with other technicians and collaborate on difficult problems
Take ownership of your continued technical and professional development
Help create a more consistent experience for both clients and fellow team members
What You Need to Have:
The Non-Negotiables
At least two years of experience in a technical support role within an MSP environment
A+ and Network+ certifications, or equivalent knowledge and experience
The ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls
Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter
A valid driver’s license and a clean driving record for local client-site visits
The ability to pass a background check
What Will Set You Apart
You appreciate structure but are also willing to help improve it
You document your work because you understand that a fix is more valuable when the rest of the team can learn from it
You notice recurring issues and look beyond the immediate ticket for a longer-term solution
You communicate technical information to non-technical people without making them feel uncomfortable or uninformed
You are comfortable asking questions, receiving feedback, and admitting when you do not know something
You can follow an established process without needing step-by-step instructions for every situation
You are more interested in solving the problem and strengthening the team than in being seen as the hero who fixed it
You take ownership of your work and follow through until the issue is fully resolved
What You Get:
Pay: $28–$32 per hour, depending on experience, certifications, and what you bring to the role.
Benefits: Medical and dental insurance, holiday pay, and paid time off.
Hours: 8:00 AM to 5:00 PM, in-office, with local client-site visits as needed.
You will be joining a growing company that has established systems and standards while continuing to improve how it operates.
You will receive direction, onboarding, and support. You’ll also be expected to ask questions, take ownership of your learning, and contribute to the continued improvement of the team.
We are building a company where good work is repeatable, expectations are clear, and people have room to grow as the business grows. We are not finished—and we do not expect a growing company ever to be—but we are intentional about where we are going and how we plan to get there.
Equal Opportunity Employer
qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.
Job description
About qnectU:
qnectU is a managed IT services provider focused on delivering reliable, forward-thinking technology solutions to businesses across a variety of industries. We pride ourselves on providing exceptional service, building strong client relationships, and maintaining a team-oriented culture where collaboration and continuous learning are encouraged.
Our mission is simple: empower our clients through technology—and empower our team to do their best work.
Position Overview:
We are seeking a skilled and customer-focused MSP Support Technician II (Tier 2) to join our team. This role is responsible for resolving escalated technical issues, supporting a wide range of client environments, and delivering an excellent support experience.
This is primarily an in-office role with a strong emphasis on remote support. However, occasional on-site visits to client locations are required to address issues that cannot be resolved remotely.
The ideal candidate is a strong problem-solver, an effective communicator, and someone who thrives in a fast-paced, service-oriented environment.
Key Responsibilities:
Provide advanced technical support for hardware, software, and network-related issues
Diagnose and resolve escalated (Tier 2) support requests in a timely and efficient manner
Deliver remote support using industry-standard tools, minimizing client downtime
Perform on-site support at client locations as needed (e.g., hardware resets, troubleshooting, deployments)
Clearly communicate technical issues and solutions to both technical and non-technical users
Document all work thoroughly in the ticketing system, including troubleshooting steps and resolutions
Contribute to internal knowledge base documentation and process improvement
Collaborate with team members to resolve complex issues and share knowledge
Escalate issues appropriately when required and follow established escalation procedures
Assist with small projects, deployments, and client onboarding activities as needed
Stay current with emerging technologies, tools, and best practices
Qualifications & Experience:
Minimum 2+ years of experience in a technical support role at an MSP
Strong troubleshooting skills across endpoints, networks, and common business applications
Experience supporting:
Windows and macOS environments
Microsoft 365 (Exchange, Teams, SharePoint, etc.)
Active Directory and basic server administration
Foundational understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
Experience with RMMs (Datto, VSA, Ninja, etc) and PSAs (ConnectWise, BMS, Autotask, etc)
Skills & Attributes:
Excellent communication and customer service skills
Ability to explain technical concepts clearly to non-technical users
Strong analytical and problem-solving abilities
Highly organized with attention to detail and documentation
Ability to prioritize and manage multiple tasks in a fast-paced environment
Team-oriented mindset with a willingness to mentor and support others
Additional Requirements:
A+ and Network+ Certifications
Valid driver’s license and clean driving record
Ability to travel locally to client sites several times per week as needed
Ability to pass a background check
Why qnectU?
Collaborative and supportive team environment
Exposure to a wide range of technologies and client environments
Opportunities for professional growth and skill development
A company culture that values both technical excellence and people
Compensation / Benefits
Pay: $25-30/hr depending on skill level and expertise
Medical/Dental Insurance
Holiday Pay & PTO
Equal Opportunity Employer
qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.
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