MSP Level 2 IT Systems Support Specialist

TeamLogic IT, San Ramon, CA•San Ramon, CA

165d•$34 - $43•Hybrid

About The Position

We are 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. The role involves a balanced mix of reactive and proactive support, handling approximately 6-9 tickets daily. Responsibilities include troubleshooting and resolving escalated technical issues, implementing improvements, working on small projects, providing remote and on-site support, managing client networks, servers, endpoints, and cloud services, and working with various platforms like M365, Google Workspace, and contributing to the company's AI practice.

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.
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.
CompTIA A+.
CompTIA Network+.
CompTIA Security+.

Nice To Haves

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.
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.).
Willingness to obtain preferred certifications.

Responsibilities

Troubleshoot and resolve escalated technical issues that require advanced expertise.
Implement improvements, work on small projects, and help clients stay ahead of problems.
Provide exceptional remote and on-site support to clients.
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 assigned challenges.
Contribute to the company's growing AI practice and adopt cutting-edge technologies.