L2 Field Technician

Right Click, Inc.•Los Angeles, CA

10d•$55,000 - $75,000

About The Position

Right Click is a highly customer-focused provider of information technology hardware, services, and support, serving businesses across Southern California and the US. We are looking for an experienced IT Field Technician to serve as a higher-level point of contact for our clients. The ideal candidate will have Mid-level technical knowledge and skills, prioritizing operational excellence and client satisfaction. Job functions include server virtualization with Hyper-V, Cloud deployments with AWS and Azure, O365 migrations, network assessments, fielding escalations, and systems and end-user support for Windows, VoIP, and Microsoft O365.

Requirements

Minimum 3 years of solid technical experience.
Minimum 2 years in MSP environment.
Experience with Windows Servers, Windows 10, Microsoft Azure, AWS, SQL, Active Directory, Microsoft System Administration.
VoIP administration/maintenance.
Basic understanding of networking principles.
Superior troubleshooting skills are a must.
Strong client service orientation and passion for achieving or exceeding expectations.
Positive attitude. Proactive. Follows and promotes Right Click standards.
Action oriented. Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; seizes more opportunities than others.
Composed. Cool under pressure; is not knocked off balance by the unexpected; is a settling influence in a crisis.
Problem solver. Uses rigorous logic and methods to solve difficult problems with effective solutions; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Customer focused. Is dedicated to meeting the expectations and requirements of customers; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Comfortable with ambiguity. Can effectively cope with change; can shift gears comfortably.
Good driving record.
Background check and drug screening.
Ability to lift 50 pounds.

Nice To Haves

Microsoft technical certifications or related are strongly preferred.

Responsibilities

Hands-on experience supporting RMM, PSA, documentation, security, backup, password vault, and endpoint protection tools in a multi-client MSP environment, with strong adherence to SOPs, change control, security best practices, and accurate documentation.
Strong understanding of identity, endpoint, email, and network security, including phishing response, account compromise investigation, EDR platforms, SaaS security alerts, first response incident actions, and proper escalation.
Advanced troubleshooting of level 2 and 3 tickets, with ownership of problem tickets, root cause analysis, and proactive identification of issues before client impact.
Intermediate to advanced networking knowledge including TCP IP, VLANs, routing, firewalls, VPNs, packet captures, logs, and monitoring tools, with hands-on experience configuring and troubleshooting switches, firewalls, wireless networks, and site-to-site and client VPNs across Cisco, Meraki, Fortinet, Ubiquiti, and Aruba environments.
Strong Microsoft 365 support experience in multi-tenant environments, including Entra ID user, group, license, MFA, and Conditional Access management, Exchange Online, SharePoint, OneDrive, Teams, audit logs, phishing response, and secure troubleshooting of access, email, collaboration, and device issues.
Strong Windows endpoint and server support, including Windows 10 and 11, Windows Server, Active Directory user and group management, account lifecycle management, Group Policy troubleshooting, AD integrated DNS and DHCP, hybrid identity concepts, and authentication and permission issue resolution.
Working knowledge of VMware vSphere and Microsoft Hyper V virtualization platforms.
Hands-on experience following formal change management processes in a multi-client MSP environment, including risk assessment, approval workflows, implementation planning, rollback procedures, and accurate change documentation to maintain service stability and security.
Foundational VoIP and unified communications knowledge including SIP, call flow, QoS, network impact on voice quality, and support for Teams, Zoom, RingCentral, and similar platforms.