Work Location: Remote with regional on-site travel as needed
Pay: $70,000.00 - $90,000.00 per year
Job Overview
The Hybrid Level 2 IT Support Technician serves as the primary escalation point for our service desk, delivering advanced technical support and maintaining client infrastructure. This role involves independently troubleshooting complex issues, administering cloud and on-premise environments, and executing project tasks.
As a hybrid position, this technician splits their time between remote service desk support and providing hands-on, white-glove on-site support to clients throughout the greater Denver area. The ideal candidate blends deep technical proficiency with exceptional client-facing communication and a high degree of operational autonomy.
Key Responsibilities
Escalation & Advanced Support
Serve as the senior point of escalation for Tier 1 technicians, resolving complex desktop, server, and network issues.
Independently manage and prioritize a dynamic ticket queue within ConnectWise PSA, ensuring accurate time entries and adherence to SLAs.
Troubleshoot advanced Microsoft 365, Azure AD, and Windows Server environment challenges.
Field Support & Infrastructure Implementation
Travel to client locations across the Denver metro area for hardware deployments, network troubleshooting, and site surveys.
Serve as the on-site technical authority during hardware lifecycle replacements and project implementation phases.
Provide executive-level desk-side support with a focus on exceptional customer service.
System Administration & Maintenance
Utilize RMM tools (e.g., Datto RMM) for proactive maintenance, patch management, and automation of routine tasks.
Manage and troubleshoot backup and disaster recovery solutions (e.g., Veeam, Acronis), ensuring daily success and data integrity.
Validate that deployed solutions align with approved architectural standards and security protocols.
Security, Compliance & Documentation
Ensure all endpoints and networks align with cybersecurity best practices and relevant compliance requirements (especially in regulated industries like healthcare).
Maintain accurate, up-to-date technical documentation, standard operating procedures (SOPs), and site configuration records.
Identify opportunities to improve service delivery efficiency and provide technical mentorship to Tier 1 staff.
Required Qualifications
Experience: 3–5 years of experience in IT infrastructure, system administration, or a Managed Services Provider (MSP) environment.
Core Technical Skills: Strong expertise in Microsoft 365, Azure/Entra ID, Windows Server environments, and core networking concepts (VLANs, DNS, DHCP, routing, and firewalls).
Tools: Hands-on experience with ConnectWise PSA (or similar ticketing systems) and advanced RMM utilization.
Reliable transportation for as-needed local client dispatches.
Soft Skills: Excellent documentation, organizational, and presentation skills, with the ability to translate technical concepts into plain English for end-users.
Preferred Qualifications
Familiarity with industry-standard backup solutions (Veeam, Acronis).
Experience supporting heavily regulated or client-driven industries.
Core Competencies
Independent troubleshooting and root-cause analysis
High accountability and ownership of assigned tickets
Client-focused mindset with executive-level communication skills
Risk awareness and operational discipline
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Application Question(s):
- Have you worked at an MSP?
- Are you willing to work from 10am-7pm PST?
Work Location: Hybrid remote in Santa Barbara, CA 93101
