MSP Help Desk Engineer- Tier IV

About You

• Commute is <50 min to Pasadena, CA. All positions are in-office 5 days a week.
• Experience with a Managed Service Provider (MSP) and familiarity with ticketing systems (such as ConnectWise, Autotask, or Kaseya)
• 3-5 years of experience handling T3-4 IT support requests
• Love of learning and willingness to continually grow
• Proactive in identifying and resolving issues before escalation
• Interest in process improvement and contributing to team success

Skills

• Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications
• Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues
• Strong focus on customer satisfaction and relationship building
• Excellent verbal and written communication skills
• Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
• Ability to collaborate effectively with other team members
• Willingness to adapt to change and interest in professional growth
• Ability to follow detailed processes
• Preferred Experience or Certifications: MS-900, MS-700, MS-721, MS-102, MD-102, AZ-900, AZ-104, AZ-305, AZ-800, SC-900, SC-300, SC-200, and ACSP.

About Us

AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork.

• Health, dental, and vision insurance
• 401(k) with employer matching
• 2 weeks of vacation/year
• 40 hours of sick pay/year
• 8 hours of paid volunteer time/year
• 8 paid holidays per year
• Monthly employee outings! Some things we’ve done this year are: Dodgers game, pottery wheel class, karaoke, Top Golf, escape room, etc.)
• Performance-based quarterly bonus program
• Weekly "stretch goal" bonus program
• Free employee parking and mileage reimbursement (if needed for client sites)
• Reimbursement for passing quarterly certification exams
• Bonusly employee-to-employee recognition program
• Dog-friendly office

Job Responsibilities

• Provide advanced technical support to clients, VIP, and internal teams, including on-site assistance
• Act as a point of escalation and complete incident and change management tickets
• Serve as a project resource or technical owner and ensure quality assurance
• Improve technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability
• Continue to cultivate knowledge and skillset, always learning new technologies
• After-Hours On Call Rotation