MSP Level 2 IT Systems Support Specialist

Responsibilities

• 60% Reactive Support: Troubleshoot and resolve escalated technical issues that require your advanced expertise
• 40% Proactive Support: Implement improvements, work on small projects, and help clients stay ahead of problems
• Provide exceptional remote and on-site support to clients across the Tri-Valley area
• Manage and maintain client networks, servers, endpoints (computers, laptops, mobile devices), and cloud services
• Work with M365, Google Workspace, and other cloud platforms
• Collaborate with team members while maintaining ownership of your assigned challenges
• Contribute to our growing AI practice and adopt cutting-edge technologies

Requirements

• 3+ years of hands-on experience working in an MSP in a similar Level 2 support role
• Proven track record of exceptional client service and relationship management
• Experience working both independently and as part of a technical team
• Comfortable working in a fast-paced, multi-client environment
• Advanced troubleshooting of network connectivity and configuration issues
• Experience with routers, switches, firewalls, and wireless access points
• VPN setup, configuration, and troubleshooting (site-to-site and client VPNs)
• DNS, DHCP, TCP/IP, VLAN configuration and management
• Network performance monitoring and optimization
• Windows Server administration (Active Directory, Group Policy, DNS, DHCP, File Services)
• User account management and permissions troubleshooting
• Server backup and recovery solutions (data backup, disaster recovery, business continuity)
• Virtualization technologies (primarily Hyper-V)
• Remote Desktop Services (RDS) and remote access solutions
• Windows 11 deployment, configuration, and advanced troubleshooting
• macOS and mobile device (iOS/Android) support
• Hardware diagnostics and troubleshooting beyond basic repairs
• Software installation, updates, and patch management
• Printer and peripheral device configuration
• System performance optimization and troubleshooting
• Microsoft 365: Exchange Online, SharePoint, OneDrive, Teams administration
• Azure AD/Entra ID: User management, MFA, conditional access policies
• Google Workspace: Gmail, Drive, Calendar, Groups administration
• Cloud-to-cloud migrations and hybrid environment management
• Email security, spam filtering, and email flow troubleshooting
• Cloud backup and data protection solutions
• Implementation and management of security best practices
• Multi-factor authentication (MFA) deployment and support
• Antivirus/anti-malware management
• Security awareness and user education
• Basic cybersecurity incident response
• Understanding of compliance requirements (HIPAA, PCI-DSS awareness helpful)
• Advanced troubleshooting of business applications (LOB apps, CRM, ERP systems)
• Database connectivity and access issues
• Software bugs and application crash analysis
• Remote support tools and remote desktop protocols
• PSA/Ticketing systems (Autotask, ConnectWise, or similar)
• RMM platforms (NinjaOne, Datto, Kaseya, or similar)
• Documentation systems (IT Glue, Hudu, or similar)
• Remote monitoring and automated patching tools

Qualifications

• Customer-first mindset: Ability to translate technical issues into understandable terms and deliver an exceptional client experience
• Ownership mentality: Take responsibility for issues from start to resolution
• Strong communication: Clear written and verbal skills for both technical and non-technical audiences
• Problem-solving: Analytical thinking and ability to diagnose complex issues methodically
• Time management: Effectively prioritize and manage multiple tickets and projects
• Documentation: Thorough documentation of issues, resolutions, and configurations
• Continuous learner: Enthusiasm for staying current with evolving technologies

Skills

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Security, Compliance, and Identity Fundamentals
• ITIL Foundation
• Additional vendor certifications (Cisco, VMware, etc.)

Benefits

• Health insurance
• 401(k) retirement plan
• Paid holidays and vacation
• Professional development and certification assistance
• Work with modern tools and cutting-edge technology
• Mutual growth: When you succeed, we all succeed
• Meaningful work: Your contributions directly impact client success
• Continuous learning: Technology never stops evolving, and neither should we
• Teamwork with ownership: Collaborate freely, but own your challenges
• Work-life balance: We respect your time and well-being

Pay

Your salary range is $70,000 - $90,000 based on experience.

Schedule

Work primarily in our San Ramon office (no current on-call requirements)

Balance of office work, remote support, and client site visits

Your contributions are visible and valued—you're not just a number