About WTC Managed IT Services
At WTC Managed IT Services, you won't get lost in the crowd. We're a fast-growing MSP out of Paso Robles, CA, supporting businesses nationwide with enterprise-grade IT, cybersecurity, and strategic tech and we're looking for people who want to actually make a difference. Here, your work matters on day one
Position Overview
We're looking for a technically sharp, client-focused Level 2 Helpdesk Technician to join our team. You'll be the frontline for our clients; owning tickets from first contact through resolution, managing environments across multiple platforms, and serving as the trusted technical resource our clients rely on. A bonus if you bring hands-on experience with security cameras and physical security systems as we increasingly support these solutions for our clients and want someone who can hit the ground running.
What You’ll Do
- Serve as the first point of contact for client issues; triaging, owning, and resolving tickets across Windows, M365, and cloud environments.
- Administer and troubleshoot Microsoft 365 tenants: Exchange Online, SharePoint, Teams, Intune, Entra ID.
- Support endpoint management via Datto RMM - patching, scripting, remote access, and alerting.
- Diagnose and resolve network issues including DNS, DHCP, VPN, firewall configuration, and connectivity.
- Document work clearly and completely in Autotask (PSA) and IT Glue - every time, no exceptions.
- Configure, install, and troubleshoot IP-based security camera systems for client sites - preferred but not required.
- Support onboarding of new clients and new users including hardware setup, account provisioning, and imaging.
- Assist with security tooling: EDR, managed SOC alerts, email security (INKY), and password management (Keeper).
- Contribute to internal knowledge base documentation.
- Communicate clearly with clients, set expectations, follow up, and close the loop.
Required Qualifications
- 3+ years of MSP experience at a Level 2 capacity or above, supporting multi-tenant client environments.
- Strong working knowledge of Microsoft 365 administration and troubleshooting.
- Hands-on experience with Windows 10/11 desktop support and server environments.
- Familiarity with PSA and RMM platforms (Autotask and Datto RMM experience a plus).
- Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, and basic firewall configuration.
- Excellent written and verbal communication skills as you’ll be client-facing.
- Ability to manage multiple open tickets, prioritize effectively, and work independently.
- Valid driver’s license and ability to travel to client sites as needed.
- Must be located on or near the East Coast willing to work Eastern time zone hours.
Preferred Qualifications
- Experience installing or supporting IP-based security camera systems.
- Familiarity with NVR/DVR configuration, PoE switch setup, and camera network segmentation.
- Certifications: CompTIA A+, Network+, Security+, Microsoft MS-900 / MD-102, or equivalent.
- Experience with Datto EDR, RocketCyber SOC, INKY, or BullPhish ID.
Compensation & Benefits
- Competitive salary commensurate with experience.
- Health benefits package.
- Paid time off and holidays.
- Ongoing training and certification support.
- Collaborative team culture that values initiative and ownership.
- Opportunities to grow as WTC scales
Our Core Values
We hire for fit as much as skill. Before you apply, ask yourself if these resonate:
- Customers First, Always - Every decision starts and ends with the client experience.
- Raise the Room - We make the people and teams around us better.
- Heroic Execution - We do what it takes to deliver, and we do it well.
- Integrity, No Exceptions - We say what we mean and do what we say, every time.
- Walk the Talk - We hold ourselves to the same standard we set for others.
- Never Settle - Good enough never is. We push for better.
Pay: $30.00 - $32.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
Application Question(s):
- Do you have 3+ years of experience in an MSP environment?
- Do have a valid license and reliable transportation if needed onsite at a client location?
- • Do you have experience supporting Microsoft 365 environments (Exchange Online, Teams, Entra ID)?
- Do you have experience support and configuring IP cameras?
Work Location: Remote
