In-House L2 Technician

In-House L2 Technician

Ticket Management | MSA Client Onboarding | Network & Security | On-Site Projects

In-House Position
· Full-Time

RYC Business IT is a leading IT Managed Services Provider dedicated to using innovation and compassion to provide quality IT solutions that help people improve the way they work and live. We strive to exceed expectations by delivering comprehensive, A-Z solutions that empower our clients to achieve their goals. We're looking for passionate, driven professionals who share our commitment to excellence, accountability, and continuous improvement.

We are looking for a skilled and driven In-House L2 Technician to join the RYC Business IT technical team. This is a hands-on, execution-focused role built for someone who knows IT inside and out, thrives on solving complex problems, and is excited to take real ownership of client projects from start to finish.

You will be the person clients count on when it matters most — configuring the systems that run their business, deploying the tools that keep their teams productive, and showing up on-site to get the job done right. This is not a passive support role. You will be building, configuring, scoping, and leading.

The right candidate brings a strong technical foundation, a genuine appetite for growth, and the kind of can-do attitude that turns a challenge into an opportunity. You don't need to know everything — but you need to want to, and you need to be ready to own your craft and keep pushing further every single day.

Job Title:

In-House L2 Technician Department:
Technical Operations Employment

Type:
Full-Time, In-House

Reports To:

Technical Operations Lead / Management

Location:

On-Site / Field (Travel Required)

• Serve as the in-house Halo PSA expert — configure, maintain, and optimize the platform to support internal operations and client workflows.
• Build out and manage ticket management systems for MSA customers on platforms such as Connect Wise and Zendesk, tailoring each environment to the client's business needs.
• Design and refine ticket workflows, automation rules, SLA policies, escalation paths, and reporting dashboards.
• Train internal team members and client stakeholders on system usage and best practices.
• Continuously evaluate and improve ticket management processes to keep the team running efficiently.

• Lead end-to-end onboarding projects for new MSA clients, ensuring all organizational software is installed, configured, active, and functioning correctly from day one.
• Coordinate the mass deployment of software across client environments, including endpoint protection, productivity suites, remote monitoring and management (RMM) tools, and collaboration platforms.
• Develop and follow structured onboarding checklists to ensure nothing falls through the cracks and every client receives a consistent, high-quality setup experience.
• Act as the primary technical point of contact during the onboarding phase, communicating clearly with clients and internal teams throughout the process.
• Document all deployed configurations, credentials, and system architectures for ongoing support and reference.

• Handle basic website management and hosting configurations for clients when needed, including DNS management, domain setup, SSL certificates, and hosting environment configurations.
• Ensure web-facing infrastructure is properly set up, secured, and connected to the client's broader IT environment.
• Coordinate with web development resources when deeper site-level changes are required, serving as the technical liaison.

• Travel to client sites to perform hands-on installation and configuration of network equipment, firewalls, and security systems.
• Work proficiently across a wide variety of hardware and software platforms, including but not limited to:
• Firewalls & UTM:
  Sophos, Fortinet, pf Sense
• Networking:
  Cisco, Meraki, Ubiquiti, HP Aruba
• Backup & DR:
  Datto, Veeam, Acronis
• Endpoint & Security:
  Microsoft Defender, Sentinel One, Sophos Intercept X
• Virtualization & Cloud:
  Microso…