MSP Level 2 IT Systems Support Specialist

Overview

For 15 years, we have been the trusted technology partner for businesses throughout the East Bay Tri-Valley Area. We are not just another MSP—we are 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 are 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 are seeking a Level 2 IT Support Technician who will be a valued member of our services team. You’ll work directly with our diverse client base, solving complex problems, implementing solutions, and building relationships that make a difference.

San Ramon, CA (In-office with both remote support and client site visits)

You will handle a balanced mix of work (about 6-9 tickets daily) with responsibilities including:

• 60% Reactive Support:
  Troubleshoot and resolve escalated technical issues that require advanced expertise
• 40% Proactive Support:
  Implement improvements, work on small projects, and help clients stay ahead of problems
• 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 assigned challenges
• Contribute to our growing AI practice and adopt cutting-edge technologies

Required Experience:

• 3+ years of hands-on experience in an MSP in a similar Level 2 support role
• Proven track record of exceptional client service and relationship management
• Experience working independently and as part of a technical team
• Comfortable working in a fast-paced, multi-client environment

Network Infrastructure:

• Advanced troubleshooting of network connectivity and configuration issues
• 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

Server & Systems Administration:

• 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

Endpoint Management:

• 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

Cloud Services & Applications:

• Microsoft 365:
  Exchange Online, SharePoint, One Drive, Teams administration
• Azure AD/Entra  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

Security & Compliance:

• 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)

Software & Applications:

• 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

Tools & Systems (Preferred):

• PSA/Ticketing systems (Autotask, Connect Wise, or similar)
• RMM…