Level 2 It Support TechnicianWe'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)What Your Day Looks Like60% Reactive Support: Troubleshoot and resolve escalated technical issues that require your advanced expertise40% Proactive Support: Implement improvements, work on small projects, and help clients stay ahead of problemsProvide exceptional remote and on-site support to clients across the Tri-Valley areaManage and maintain client networks, servers, endpoints (computers, laptops, mobile devices), and cloud servicesWork with M365, Google Workspace, and other cloud platformsCollaborate with team members while maintaining ownership of your assigned challengesContribute to our growing AI practice and adopt cutting-edge technologiesRequired Experience:3+ years of hands-on experience working in an MSP in a similar Level 2 support roleProven track record of exceptional client service and relationship managementExperience working both independently and as part of a technical teamComfortable working in a fast-paced, multi-client environmentCore Technical Skills & Competencies:Network Infrastructure:Advanced troubleshooting of network connectivity and configuration issuesExperience with routers, switches, firewalls, and wireless access pointsVPN setup, configuration, and troubleshooting (site-to-site and client VPNs)DNS, DHCP, TCP/IP, VLAN configuration and managementNetwork performance monitoring and optimizationServer & Systems Administration:Windows Server administration (Active Directory, Group Policy, DNS, DHCP, File Services)User account management and permissions troubleshootingServer backup and recovery solutions (data backup, disaster recovery, business continuity)Virtualization technologies (primarily Hyper-V)Remote Desktop Services (RDS) and remote access solutionsEndpoint Management:Windows 11 deployment, configuration, and advanced troubleshootingmacOS and mobile device (iOS/Android) supportHardware diagnostics and troubleshooting beyond basic repairsSoftware installation, updates, and patch managementPrinter and peripheral device configurationSystem performance optimization and troubleshootingCloud Services & Applications:Microsoft 365: Exchange Online, SharePoint, OneDrive, Teams administrationAzure AD/Entra ID: User management, MFA, conditional access policiesGoogle Workspace: Gmail, Drive, Calendar, Groups administrationCloud-to-cloud migrations and hybrid environment managementEmail security, spam filtering, and email flow troubleshootingCloud backup and data protection solutionsSecurity & Compliance:Implementation and management of security best practicesMulti-factor authentication (MFA) deployment and supportAntivirus/anti-malware managementSecurity awareness and user educationBasic cybersecurity incident responseUnderstanding of compliance requirements (HIPAA, PCI-DSS awareness helpful)Software & Applications:Advanced troubleshooting of business applications (LOB apps, CRM, ERP systems)Database connectivity and access issuesSoftware bugs and application crash analysisRemote support tools and remote desktop protocolsTools & Systems (Preferred):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 toolsEssential Soft Skills:Customer-first mindset: Ability to translate technical issues into understandable terms and deliver an exceptional client experienceOwnership mentality: Take responsibility for issues from start to resolutionStrong communication: Clear written and verbal skills for both technical and non-technical audiencesProblem-solving: Analytical thinking and ability to diagnose complex issues methodicallyTime management: Effectively prioritize and manage multiple tickets and projectsDocumentation: Thorough documentation of issues, resolutions, and configurationsContinuous learner: Enthusiasm for staying current with evolving technologiesRequired Certifications:CompTIA A+CompTIA Network+CompTIA Security+Preferred Certifications (or willingness to obtain):Microsoft 365 Certified: Administrator AssociateMicrosoft Certified: Azure Administrator AssociateMicrosoft Certified: Security, Compliance, and Identity FundamentalsITIL FoundationAdditional vendor certifications (Cisco, VMware, etc.)Why You'll Love Working Here:Professional Growth:Multiple career paths: Advance to Level 3, specialize in security/cloud/AI, or grow into leadership—the choice is yours"You Pass, We Pay" certification policy: —we invest in your successTraining & development support: —we'll work with you to identify relevant trainingEarly adoption of AI and emerging technologies: —stay at the cutting edge of the industryWork Environment:Collaborative team who support each otherWork primarily in our San Ramon office (no current on-call requirements)Balance of office work, remote support, and client site visitsYour contributions are visible and valued—you're not just a numberComprehensive Benefits:Competitive salary: $70,000 - $90,000 (based on experience)Health insurance401(k) retirement planPaid holidays and vacationProfessional development and certification assistanceWork with modern tools and cutting-edge technologyOur Culture:Mutual growth: When you succeed, we all succeedMeaningful work: Your contributions directly impact client successContinuous learning: Technology never stops evolving, and neither should weTeamwork with ownership: Collaborate freely, but own your challengesWork-life balance: We respect your time and well-beingReady to Join Us?If you're excited about working somewhere your expertise is valued, your growth is supported, and your work makes a real difference, we want to hear from you!
Compensation: