MSP Level 2 IT Systems Support Specialist

Level 2 It Support Technician

We're seeking a Level 2 IT Support Technician who is ready to make a real impact. This isn't a position where you'll feel like just a number—you'll be a valued member of our services team that works collaboratively while taking ownership of challenges. You'll work directly with our diverse client base, solving complex problems, implementing solutions, and building relationships that make a difference.

Location: San Ramon, CA (In-office with both remote support and client site visits)

What Your Day Looks Like

• 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

What We're Looking For

Required Experience:

• 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

Core Technical Skills & Competencies:

Network Infrastructure:

• 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

Server & Systems Administration:

• 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

Endpoint Management:

• 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

Cloud Services & Applications:

• 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

Security & Compliance:

• 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)

Software & Applications:

• 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

Tools & Systems (Preferred):

• 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

Essential Soft Skills:

• 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

Required Certifications:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Preferred Certifications (or willingness to obtain):

• 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.)

Why You'll Love Working Here

Professional Growth:

• Multiple career paths: Advance to Level 3, specialize in security/cloud/AI, or grow into leadership—the choice is yours
• "You Pass, We Pay" certification policy: —we invest in your success
• Training & development support: —we'll work with you to identify relevant training
• Early adoption of AI and emerging technologies: —stay at the cutting edge of the industry

Work Environment:

• Collaborative team who support each other
• 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

Comprehensive Benefits:

• Competitive salary: $70,000 - $90,000 (based on experience)
• Health insurance
• 401(k) retirement plan
• Paid holidays and vacation
• Professional development and certification assistance
• Work with modern tools and cutting-edge technology

Our Culture:

• 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

Ready to Join Us?

If you're excited about working somewhere your expertise is valued, your growth is supported, and your