MSP Level 2 Technician

Jobtailor; Mountain View (CA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Jobtailor in Mountain View, CA is seeking an experienced IT Support Specialist to deliver advanced technical support to SMB clients and manage client networks. You will install, configure, and maintain hardware and software, respond to escalated tickets, and contribute to security and disaster recovery planning.

The role requires 3–5 years in an MSP or similar IT support, familiarity with Windows/macOS, O365, AD, virtualization, and RMM/ticketing tools.

Qualifications

• Minimum of 3-5 years in an MSP or similar IT support role.
• Degree in IT/CS preferred.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly desirable.
• Strong knowledge of Windows and Mac operating systems, O365, Active Directory, and virtualization (VMware/Hyper-V).
• Experience with NinjaRMM and ticketing systems (Autotask PSA, ServiceNow, Zendesk).
• Auditing and addressing cybersecurity vulnerabilities; networking concepts such as DNS, DHCP, VPNs, VLANs, Wi‑Fi.
• Willingness to travel to Mountain View, CA 2-4 times per week.

Responsibilities

• Provide advanced technical support to SMB clients.
• Install, configure, and maintain hardware and software.
• Respond to and resolve escalated support tickets promptly.
• Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
• Implement and manage security solutions, conduct security audits, and address vulnerabilities.
• Ensure client data is backed up regularly and develop disaster recovery plans.
• Maintain clear and professional client communication and provide updates.
• Create and maintain detailed documentation of client systems, configurations, and support activities.
• Assist in planning and executing IT projects on time and within budget.
• Provide guidance and training to Level 1 Technicians.
• Provide on-call support for critical issues, including after-hours and weekend support.
• Respond to emergencies and minimize downtime and data loss.
• Work onsite and remotely based on client needs.
• Travel occasionally to client locations; collaborate with North American teams.

Skills

Advanced technical support

Network management

Security solutions

Documentation proficiency

Communication skills

PowerShell & Bash scripting

Cloud platforms

RMM familiarity

Education

Bachelor's degree in IT/CS or related field

CompTIA A+

Network+

Microsoft Certified Professional

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

SolarWinds

IT Glue

SharePoint

Job description

• Provide advanced technical support to small- and medium-sized business clients
• Install, configure, and maintain hardware and software
• Respond to and resolve escalated support tickets promptly
• Manage and maintain client networks, including routers, switches, firewalls, and wireless access points
• Implement and manage security solutions, conduct security audits, and address vulnerabilities
• Ensure client data is backed up regularly and develop disaster recovery plans
• Maintain clear and professional client communication and provide updates
• Create and maintain detailed documentation of client systems, configurations, and support activities
• Assist in planning and executing IT projects on time and within budget
• Provide guidance and training to Level 1 Technicians
• Provide on-call support for critical issues, including after-hours and weekend support
• Respond to emergencies and minimize downtime and data loss
• Work onsite and remotely based on client needs
• Travel occasionally to client locations
• Collaborate with technicians across North America and support SMB clients

Requirements

• Minimum of 3-5 years in an MSP or similar IT support role
• A degree in IT, Computer Science, or related field is preferred
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly desirable
• Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V
• Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk
• In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies
• Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity
• Strong ability to diagnose and resolve complex technical issues efficiently
• Excellent verbal and written communication skills, with a customer-focused approach
• Ability to manage multiple priorities in a fast-paced environment while working independently and as part of a team
• Experience with cloud platforms such as AWS, Azure, or Google Cloud
• Familiarity with scripting and automation tools such as PowerShell and Bash
• Knowledge of network and system monitoring tools such as SolarWinds, Nanja, and Auvik
• Proficiency in documentation tools and platforms such as Hudu, Ninja Documentation, IT Glue, and SharePoint
• Ability to work both onsite and remotely depending on client needs
• Occasional travel to client locations
• Valid driver's license
• Flexibility to work evenings and weekends as required
• Ability to travel to Mountain View, CA 2-4 times per week

Core Competencies

Demonstrates expertise in providing advanced technical support, managing client networks, and implementing security solutions. Proficient in documentation and communication, ensuring effective collaboration and project execution.

Highest-signal resume keywords

• Advanced Technical Support
• Network Management
• Security Solutions Implementation
• Client Communication
• Documentation Proficiency

Hard Skills

• Windows Operating System
• Mac Operating System
• Networking Protocols
• IP Addressing
• DNS
• DHCP
• VPNs
• VLANs
• Virtualization Technologies
• Cloud Platforms

Soft Skills

• Excellent Communication Skills
• Customer-Focused Approach
• Ability to Manage Multiple Priorities
• Team Collaboration
• Problem-Solving Skills

Certifications & Qualifications

• CompTIA A+
• Network+
• Microsoft Certified Professional

Industry Keywords

• Managed Service Provider
• Cybersecurity Best Practices
• Disaster Recovery Plans
• Technical Support Role
• Client Networks

Tools & Technologies

• Microsoft Office 365
• Active Directory
• RMM Tools
• Ticketing Systems
• Network Monitoring Tools
• Scripting Tools
• Documentation Tools