MSP Level 2 IT Systems Support Specialist

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

1d•$70,000 - $90,000•Hybrid

About The Position

For 15 years, we have been the trusted technology partner for businesses throughout the East Bay Tri-Valley Area. We're not just another MSP—we're a team that genuinely cares about our clients' success and our team members' growth. We believe that when our people thrive, our clients thrive, and together we create something meaningful. We're at an exciting stage of growth, embracing emerging technologies like AI while maintaining the personal touch that has made us successful. If you're looking for a place where your contributions matter, your ideas are valued, and your career can flourish in multiple directions, we'd love to meet you. 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) You'll handle a balanced mix of work (about 6-9 tickets daily) that keeps things interesting: 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

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.)

Responsibilities

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