Level 2 Technology Support Specialist
Alcala Consulting Inc · Pasadena, CA · 3 mo ago
On-siteInformation TechnologyFull-time
Technical Responsibilities
- Troubleshoot and resolve Level 2 issues across Windows, macOS, and Linux
- Close 8 to 10 tickets per day
- Support Microsoft 365, Azure AD, and common SMB infrastructure
- Diagnose network issues (DHCP, DNS, VLANs, VPNs, Wi-Fi)
- Configure and deploy desktops, laptops, and small office hardware
- Absorb and maintain accurate records, inventory, and ticket notes
- Document work thoroughly
- Maintain accurate records, inventory, and ticket notes
- Participate in an on-call rotation
Client Interaction
- Communicate clearly with technical and non-technical users
- Keep clients calmly informed during issue resolution
- Provide friendly, professional customer service at all times
Requirements
- 3-5 years in a helpdesk, MSP, or technical support role
- Solid troubleshooting in Windows, macOS, and Linux (basic-to-intermediate Linux required)
- Confident with Microsoft 365 and Azure AD admin tasks
- Strong understanding of networking fundamentals (DNS, DHCP, IP addressing, Wi-Fi, VLANs, VPNs)
- Experience supporting remote workers
- Familiarity with printers, scanners, and peripherals
- Strong written and verbal communication skills
- Ability to lift up to 60 lbs and travel locally
- Valid driver's license and reliable transportation
Preferred (Not Required)
- CompTIA A+, Network+, or equivalent certifications
- M365 or Azure certifications
- Experience with RMM/PSA tools
- Basic scripting familiarity (PowerShell, Bash)
- Prior MSP experience