Technical IT Support Specialist (Level 2) - IT Managed Services

Swat Msp•Bakersfield, CA

12h

About The Position

The Technical IT Support Specialist (Level 2) joins an IT Managed Services team supporting customers and maintaining the performance, security, and continuity of client IT infrastructures. The role covers Windows Server environments, networking, virtualization, Microsoft 365, Azure, cybersecurity, backups, and disaster recovery. Support is provided both remotely and on-site, with an emphasis on minimizing customer downtime and delivering excellent service. The specialist manages service requests and technical environments, investigates recurring issues, implements long-term solutions, and identifies infrastructure upgrades and optimizations. The role also includes assisting colleagues with complex technical problems, scheduling service calls and project work, maintaining customer and technical documentation, developing procedures and knowledge resources, and applying ITIL-based practices to improve service delivery and workflows.

Requirements

Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
At least 6 years of IT support experience, including at least 4 years in an MSP environment.
Proven experience working on a technical support team.
Windows Server administration (2016/2019/2022), including installation, maintenance, and security hardening.
Active Directory and Group Policy experience, including user management, policies, authentication, and permissions.
Networking knowledge, including troubleshooting TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls.
Virtualization experience with VMware, Hyper-V, and cloud-based virtualization solutions.
Microsoft 365 and Azure administration, security configuration, and troubleshooting experience.
Backup and disaster recovery experience, including solutions such as Veeam, Datto, or Acronis.
Advanced cybersecurity knowledge, including endpoint protection, patch management, SIEM, and vulnerability assessments.
Excellent time management and communication skills for managing tickets and client interactions.
Ability to handle high-pressure situations and prioritize tasks effectively.
Strong problem-solving skills and a proactive approach to issue resolution.
Reliable vehicle for on-site visits.

Nice To Haves

Microsoft Certified Solutions Expert (MCSE): Core Infrastructure or equivalent.
Windows Server Administration certification.
Identity & Access Management certification.
Networking & Storage certification.
Virtualization & Cloud Integration (Azure) certification.
Security & Compliance Implementation certification.
CompTIA Security+ or CISSP certification (preferred).
ITIL v4 Foundation certification (a plus).

Responsibilities

Install, configure, and manage Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS, DHCP, and Hyper-V/VMware virtualization.
Troubleshoot and optimize Windows-based networks, firewalls, and cloud services, including Azure and Microsoft 365.
Perform root cause analysis on recurring issues and implement long-term solutions.
Implement cybersecurity policies and compliance standards, including NIST, CIS, SOC2, ISO 27001, HIPAA, and GDPR.
Manage and monitor clients’ IT environments to ensure optimal performance and security.
Provide on-site and remote troubleshooting while minimizing customer downtime.
Identify potential upgrades, optimizations, and best practices to improve customer infrastructure.
Assist colleagues with complex technical problems and provide guidance and solutions.
Plan and schedule service calls, on-site visits, and project implementations.
Maintain documentation of technical solutions, configurations, and customer interactions.
Develop and maintain SOPs, troubleshooting guides, and knowledge base documentation.
Implement ITIL-based best practices for incident, problem, and change management.
Continuously improve IT processes and workflows to increase efficiency and service delivery.