Technical Support Specialist (Level 2-3)

Job Description - Technical Support Specialist (Level 2-3)

Please Read Thoroughly Before Applying

We’re looking for a dedicated Level 2-3 technical support professional who’s excited to join a growing MSP team in San Diego. In this role, you’ll provide friendly, efficient, and knowledgeable IT assistance to both local and remote users across our client base. The ideal candidate will deliver exceptional customer service while applying their expertise in PowerShell scripting, Microsoft 365, AZ-102, AZ-104, and networking systems and protocols. We're looking for someone eager to collaborate with a dynamic team and who demonstrates a strong attention to detail, ensuring accuracy and high-quality outcomes in all aspects of technical support and customer service.

Compensation

Compensation will be based on experience, supported by references and certifications.

Job Responsibilities

• Monitoring and handling support ticket queue
• Applying PowerShell scripting skills to automate processes and improve task efficiency
• Performing Remote and/or Onsite troubleshooting of PCs and equipment
• Setting up and deploying desktops and laptops
• PC backup, migration, and recovery
• Going onsite to perform scheduled hardware repairs
• Installing and configuring printer/network devices
• Performing daily back-ups and spot-checks
• Office 365 user set-up and troubleshooting 
• Documenting IT processes
• Creating physical and logical infrastructure diagrams
• Keeping inventory of IT equipment
• Proactively identifying and addressing potential IT vulnerabilities before they become issues
• Communicating promptly and professionally with clients and team members
• Demonstrating good core values of leadership, accountability, transparency, and integrity
• Meeting regularly with IT Supervisor to provide ticket and project updates
• Perform additional tasks as needed to support the team

Requirements

• Cloud Technology (Microsoft 365, Azure, Google Apps)
• Microsoft Office Productivity Suite (Outlook, Word, Excel, PowerPoint, Visio)
• Computer peripherals such as printers, scanners, wired and wireless devices
• Must have the following certifications: CompTIA A , CompTIA Network , CompTIA Security , and Cisco Certified Network Associate (CCNA)
• Knowledge of networking concepts (TCP/IP subnets, DNS, SMTP, Routing)
• Windows Server Active Directory and Group Policy
• Desktop/Laptop imaging solutions
• Virtualization Technologies (VMware ESXi, Hyper-V, etc)
• Wireless Access Points
• Smartphones (iPhone or Android)
•  Safely lift and move equipment up to 50 lbs.

Interpersonal Skills

• Exceptional customer service skills
• Committed to continuous learning and staying updated on industry trends and solutions
• Strong communication skills, both verbal and written
• Ability to listen actively and empathize with client needs and challenges
• Strong sense of urgency in completing projects and addressing client requests
• Quick thinker, able to make sound recommendations under pressure
• Respectful, considerate, and kind to both team members and clients
• Reliable, trustworthy, and accountable
• Efficient in task prioritization
• Self-motivated with a strong desire to learn

Work Schedule

• This is a full-time, in-office position. As an IT Managed Service Provider (MSP), we offer onsite support to our customers, so it's essential for our team to be present in the office.
  
• Travel within San Diego County as needed to provide on-site support for our clients (mileage will be reimbursed).
• Availability for rotational weekend on-call support as needed, since some of our clients operate seven days a week

Benefits

• Two (2) weeks paid vacation
• Forty (40) hours of sick time annually
• Medical & dental
• Paid holidays
• Mileage reimbursement
• Company laptop & phone stipend
• Technical certification reimbursement upon passing
• Employee Referral Program
• Gain valuable, real-time insights into the IT industry
• Great company culture with the opportunity to grow professionally