Advanced IT Support Technician (Tier 2) – MSP

Grapevine MSP Technology Services; Visalia (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

401(k) with 4% company matching

Medical, dental, and vision coverage

Paid vacation and sick time

Performance bonuses

Work-anniversary recognition

Equipment and tools provided

Training courses and Growth and Dev. 4

Job summary

Grapevine MSP Technology Services in Visalia, CA is seeking an Authorized Technical Support Technician. This role goes beyond basic desktop support, handling more complex tickets, deep troubleshooting across Windows environments, Active Directory, networking, and common line-of-business applications.

You will document work, escalate when needed, and mentor Tier 1 technicians while delivering proactive support and reliable IT services to clients.

Qualifications

• 2+ years of IT support experience (MSP experience preferred).
• Strong hands-on troubleshooting skills in Windows environments.
• Practical experience with Active Directory, Group Policy, and Microsoft 365.
• Solid understanding of networking fundamentals.
• Ability to prioritize multiple issues and work independently.
• Clear written and verbal communication with both technical and non-technical people.
• Comfortable documenting your work thoroughly so others can follow it.

Responsibilities

• Troubleshoot and resolve intermediate hardware, software, and connectivity issues that go beyond basic desktop support
• Work in Active Directory, Group Policy, and Microsoft 365 to fix access, permissions, and configuration problems
• Diagnose network-related issues (DNS, DHCP, connectivity, basic firewall rules) and work with infrastructure teams when needed
• Perform root-cause analysis on recurring problems and document both the fix and the underlying cause
• Support and guide Tier 1 technicians on escalations while keeping clients informed
• Assist with patching, endpoint management, and basic maintenance tasks
• Escalate advanced issues to Tier 3 or vendors with clear notes and relevant logs

Skills

Windows environments

Active Directory

Group Policy

Microsoft 365

Networking fundamentals

Independent problem solving

Communication skills

Job description

Grapevine MSP Technology Services in Visalia, CA is seeking an Authorized Technical Support Technician. This role goes beyond basic desktop support, handling more complex tickets, deep troubleshooting across Windows environments, Active Directory, networking, and common line-of-business applications.

You will document work, escalate when needed, and mentor Tier 1 technicians while delivering proactive support and reliable IT services to clients.