Onsite Support Technician II
About The Position
Microsel of Colorado, LLC d/b/a TrinWare is not your average IT company. For over 20 years, we have delivered managed IT services, cybersecurity, and infrastructure solutions to businesses across Colorado and beyond. We operate a structured, process-driven service model designed to deliver consistent, predictable outcomes for our clients. Our team is expected to perform at a high level, communicate clearly, and execute with discipline. We are looking for a Level 2 Onsite Technician who can operate independently, represent the company professionally, and execute consistently within our service model. This is not a sit-behind-a-desk role. This is a field position. You will be the face of TrinWare to our clients. That means how you communicate, how you present yourself, and how you execute matters just as much as your technical ability.
Requirements
- 3+ years in IT support, preferably in a Managed Services (MSP) environment
- Strong troubleshooting across Windows 10/11 and Windows Server environments
- Hands-on experience with Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint basics)
- Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing
- Experience working with business-grade firewalls (Fortinet, SonicWall, Cisco, or similar)
- Ability to perform basic firewall tasks:
- Policy and rule updates
- VPN user troubleshooting
- Reviewing logs for connectivity issues
- Familiarity with switches and wireless infrastructure in a business environment
- Experience supporting endpoint protection platforms (EDR/XDR)
- Familiarity with patching, system updates, and endpoint lifecycle management
- Understanding of MFA, identity security, and access controls
- Ability to troubleshoot across user, device, and network layers without defaulting to escalation
- Comfortable working independently in client environments
- Knows when to escalate and follows defined escalation paths
- Candidates should be comfortable connecting a laptop, identifying a network issue, and resolving it without relying on trial-and-error
- This role requires independent execution. Candidates who require step-by-step direction for routine issues will not be a fit
- Ability to pass a drug and/or alcohol screen and background check.
- Valid and clean Colorado driver’s license with the ability and willingness to travel locally as needed.
- Clean-cut, professional appearance at all times
- Strong interpersonal and communication skills
- Ability to translate technical issues into clear, understandable language
- Positive attitude and strong client presence
- High attention to detail
- Reliable, punctual, and accountable
- Respect for chain of command and operational structure
- Strong interpersonal skills and business acumen.
- Strong time management skills and the ability to stay organized during high volume.
Nice To Haves
- Experience working within an RMM and PSA platform
- Ability to manage, update, and close tickets with clear documentation
- Exposure to remote monitoring, alerting, and automation tools
Responsibilities
- Resolve end-user and infrastructure issues across multiple client environments
- Execute onsite service visits efficiently and professionally
- Manage and close tickets daily while maintaining quality standards
- Document all work clearly and completely in the ticketing system
- Communicate with clients in plain, professional language
- Follow established processes, escalation paths, and service standards
- Coordinate with the service desk and leadership when needed
- Maintain awareness of schedule and ensure on-time arrival to all appointments
Benefits
- Medical, Dental, and Vision Insurance (company cost share)
- 401(k) with company match
- Life Insurance and Short-/Long-Term Disability
- Paid Holidays, Vacation, and Sick Leave
- Employee discounts, referral, and assistance programs
- Professional development support, including certification reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
