Job Description
General Description:
We are looking for an experienced Tier 2 Engineer with a broad technical knowledge base, a passion for technology, and a dedication to excellent customer service. The ideal candidate will be confident in providing remote and onsite support and handling escalated technical problems.
Primary Responsibilities:
Advanced Technical Support: Support managed services clients by utilizing your expertise in Windows desktops and servers, network troubleshooting, and systems administration.Resolve Escalated Technical Issues: Manage, resolve, and take ownership of escalated technical issues quickly and professionally through remote tools, phone, email, and onsite visits; acting as a liaison between clients and Tier 3 support when needed.Customer Education: Advise clients on proper product use, provide troubleshooting guidance, and best practices for an optimal user experience.Required Skills and Competencies:
Windows Desktop & Server Administration: Advanced troubleshooting of Windows desktops, Microsoft Office configuration, and virus/spyware removal. Skilled in server backup administration, Active Directory management, Group Policy (GPO) setup, NTFS permissions, and security log review.Virtualization & Cloud Services: Hands-on experience with Microsoft Hyper-V, VMware (vSphere), and Hyperconverged Infrastructure (HCI). Proficient in Azure cloud services, Microsoft 365 (M365/O365) administration, including M365 email migrations.Backup, Recovery & Endpoint Security: Strong knowledge of backup solutions, disaster recovery processes, and endpoint security, including virus/spyware/malware detection and removal.Network Administration & Security: Solid understanding of TCP/IP networking, DNS, DHCP, and VLAN configurations. Experience configuring firewalls, VPNs (SonicWall, Cisco, Meraki), and network security protocols.Troubleshooting & Technical Support: Proficient in hardware/software diagnostics, incident resolution, and using ticketing and RMM tools. Familiar with PSA (Professional Services Automation), Remote Monitoring & Management (RMM), and SLA management for client support.Automation & Scripting: Skilled in PowerShell scripting for system automation and efficient task management.Preferred Skills:
Previous MSP Experience: Prior experience working within a Managed Service Provider (MSP) environment, bringing familiarity with the fast-paced nature of client support, diverse IT environments, and service-level agreement (SLA) adherence is preferred.Mac & Mobile Support: Basic troubleshooting for Mac OS, iOS, and Android devices in Windows-based environments preferred.Managerial Experience: Previous experience in a supervisory or project lead role preferred.Experience Requirements:
5+ years of systems administration in a fast-paced environment, or 3+ years with relevant certifications such as MCP, MCSE, CompTIA Network+, Server+, VMware Certified, or Cisco CCNA.
Travel Requirements:
Travel within Orange and Los Angeles counties is required, with mileage reimbursed.
If you're proactive, solutions-driven, and ready to bring your expertise to a dynamic team, we'd love to meet you. This is an opportunity to apply your technical skills in a client-focused environment with strong growth potential.
When applying for this job, please mention Code #: RFV247 in the subject of your cover note. Thank you.
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