Company Overview
We are a high-growth Managed Services Provider (MSP) and Managed Security Services Provider (MSSP) delivering IT, cloud, and security solutions to a wide range of clients. We help organizations operate securely, efficiently, and in alignment with industry and regulatory expectations.
Overview
We are seeking a versatile and customer-focused Associate Systems Support Engineer to provide Tier 1 and Tier 2 technical support while assisting with systems administration, endpoint management, infrastructure projects, and client technology deployments. This role serves as a bridge between service desk operations and systems engineering, providing both remote support and hands-on field services.
The ideal candidate combines strong troubleshooting abilities, a customer-first mindset, and a desire to advance their technical career. Working closely with the team, this role applies structured troubleshooting methodology to resolve technical issues, maintain client environments, and support technology initiatives.
Desk & Remote Support
- Deliver Tier 1 and Tier 2 technical support for end users via phone, ticketing systems, email, and remote support platforms.
- Diagnose and resolve issues related to:
- Windows 10/11 operating systems
- Microsoft 365 applications and services
- Printers, peripherals, and endpoint devices
- Basic networking and connectivity issues
- Remote access and VPN solutions
- Administer Microsoft 365 environments, including:
- User provisioning and deprovisioning
- License management
- Shared mailboxes
- Distribution groups
- Basic Exchange Online administration
- Manage Active Directory and Entra ID administrative functions, including:
- User and group administration
- Password and access management
- Security group assignments
- Basic Group Policy support
- Assist with endpoint management initiatives including device enrollment, compliance monitoring, patch management, and endpoint security deployment.
- Perform workstation imaging, deployment, configuration, and lifecycle management.
- Monitor ticket queues and ensure service requests are resolved within established service level agreements (SLAs).
- Document issues, troubleshooting steps, client interactions, and resolutions accurately within the ticketing system.
- Escalate complex infrastructure, security, and networking issues to Systems Support Engineers when appropriate.
- Contribute to technical documentation, knowledge base articles, and standard operating procedures.
On-Site / Field Support
- Travel to client locations throughout the San Francisco Bay Area to provide hands-on technical support.
- Install, configure, and deploy:
- Desktop computers
- Laptops
- Printers
- Mobile devices
- Network-connected equipment
- Perform new employee workstation deployments and office technology setups.
- Conduct hardware replacements, upgrades, and troubleshooting activities.
- Assist with network equipment installations and basic connectivity troubleshooting.
- Support client office moves, expansions, technology refresh initiatives, and site deployments.
- Assist Systems Support Engineers with infrastructure implementations, technology migrations, and project execution.
- Conduct client site assessments and identify opportunities for operational and technical improvements.
- Represent Status Pros professionally in all client-facing interactions.
Operations & Process
- Follow established operational procedures, documentation standards, and security best practices.
- Maintain accurate asset management, configuration records, and client documentation.
- Assist with onboarding and offboarding processes across client environments.
- Support compliance initiatives and security standards implementation.
- Collaborate with service delivery, cybersecurity, and engineering teams on escalations and projects.
- Identify recurring issues and recommend process improvements, automation opportunities, and operational efficiencies.
- Accurately record all hours worked, including meal periods, in accordance with company timekeeping policy.
Learning & Development
- Develop proficiency in Microsoft 365, Entra ID, endpoint management, networking, and cloud technologies.
- Participate in technical training, certification programs, and hands-on learning opportunities.
- Accept coaching and feedback from senior technicians, engineers, and leadership.
- Expand knowledge of infrastructure technologies, security frameworks, and systems administration best practices.
- Progress toward independent ownership of increasingly complex technical issues and projects.
Note: This job description is not intended to be an exhaustive list of duties. Additional responsibilities may be assigned as needed.
Required Qualifications
- 2–4 years of IT support, desktop support, systems administration, or related technical experience.
- Working knowledge of:
- Windows 10 and Windows 11
- Microsoft 365 administration
- Active Directory and Entra ID fundamentals
- TCP/IP networking concepts
- DNS and DHCP fundamentals
- VPN and remote access technologies
- Experience with:
- User onboarding and offboarding
- Workstation deployment and imaging
- Ticketing systems
- Remote support tools
- Strong troubleshooting and root-cause analysis skills.
- Strong customer service, communication, and interpersonal skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment and follow instructions accurately.
- Valid driver’s license with a clean driving record.
- Reliable personal vehicle for travel to client sites.
Preferred Qualifications
- Prior experience in a Managed Service Provider (MSP) environment.
- Experience with:
- Microsoft Intune
- Entra ID
- Exchange Online
- SharePoint Online
- Endpoint security platforms
- Industry certifications such as:
- CompTIA A+
- Network+
- Security+
- Microsoft Fundamentals or Associate-level certifications
- Exposure to virtualization platforms such as VMware or Hyper-V.
- Familiarity with PowerShell scripting and automation concepts.
Skills & Attributes
- Strong technical aptitude and analytical thinking.
- Advanced troubleshooting and problem-solving mindset.
- Professional, dependable, and adaptable.
- Strong organizational and documentation skills.
- Excellent written and verbal communication abilities.
- Ability to build trusted relationships with clients and coworkers.
- Eagerness to learn new technologies and grow into engineering responsibilities.
- Comfortable working independently and collaboratively in a fast-paced MSP environment.
Work Environment
Type: Hybrid (remote support + on-site client visits)
Schedule: Full-time
Travel: Local travel required
Classification: Non-exempt (overtime eligible)
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Regularly required to sit, stand, walk, reach, bend, kneel, crouch, and use hands and fingers to operate equipment.
- Frequently required to work at a desk utilizing computers, monitors, and communication devices.
- Must be capable of driving to multiple client locations throughout the workweek.
- Must be able to lift, carry, and move equipment weighing up to 75 pounds.
- May occasionally work in equipment rooms, wiring closets, or under-desk installations.
Compensation & Benefits
Compensation
Hourly Pay Scale: $36.00 – $45.00 per hour
Annualized Equivalent: $74,880 – $93,600
This position is classified as non-exempt and is eligible for overtime pay in accordance with California law. Compensation is delivered as a fixed weekly salary covering 40 hours per week, with overtime paid in addition to base compensation.
Placement within the pay scale is based on relevant experience, technical certifications, and demonstrated capability.
Benefits
- Medical, Dental, and Vision Insurance
- Paid Time Off (PTO) and Company Holidays
- Overtime Eligibility
- Professional Development and Certification Assistance
- Mileage Reimbursement for Approved Business Travel
- Career Growth and Technical Advancement Opportunities
- Hybrid Work Environment
Career Path
This role is part of a structured technical growth track:
Associate Systems Support Engineer → Systems Support Engineer → Systems Engineer → Senior Systems Engineer
Advancement is based on demonstrated capability, reliability, technical expertise, client impact, and professional growth — not tenure alone.
Success Indicators
- Consistent resolution of Tier 1 and Tier 2 support issues.
- Accurate and complete ticket documentation.
- Positive client satisfaction and professional client interactions.
- Successful management of Microsoft 365 and Active Directory administrative tasks.
- Timely completion of workstation deployments and technical projects.
- Effective collaboration with Systems Support Engineers and service delivery teams.
- Adherence to SLA standards and documentation requirements.
- Demonstrated growth in systems administration and infrastructure support capabilities.
- Readiness for Systems Support Engineer responsibilities within 12–24 months.
Status Pros is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Pay: $33.00 - $43.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Professional development assistance
- Vision insurance
Work Location: In person
