Senior IT Support Engineer

Greenman IT Support; San Diego (CA); On-site; USD 72,000 - 100,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Vision insurance

Paid time off

Flexible scheduling

Professional development support

Job summary

Greenman IT Support in San Diego, CA, is seeking a senior MSP engineer with deep technical support experience. This onsite role offers some work-from-home flexibility for the right candidate and involves a mix of support, projects, migrations, and continuous improvement across multiple client environments.

Compensation ranges from $72,000 to $100,000 per year, with a Monday–Friday schedule and occasional after-hours windows for maintenance.

Qualifications

• 3+ years of technical support experience in MSP environments.

Responsibilities

• Handle Tier 2 and Tier 3 escalations and resolve complex issues.
• Manage ticket queues while meeting SLA commitments.
• Perform advanced troubleshooting across client environments.
• Support projects, migrations, device refreshes, and security initiatives.
• Maintain clear, thorough technical documentation.
• Conduct root cause analysis to identify and prevent repeat incidents.
• Improve internal processes and automate repetitive tasks.
• Define and uphold technical standards across the team.
• Mentor Tier 1 technicians and share knowledge.
• Contribute to project delivery and team effectiveness.
• Occasional after-hours and weekend maintenance or cutover work when required.

Skills

Tier 2/3 escalations

Strong communication

Documentation skills

Mentoring juniors

Process improvement

Automation

Project delivery

Tools

Datto RMM

Autotask PSA

SonicWall

Meraki

Fortinet

PowerShell

Power Automate

API integrations

Job description

Requirements

Must have:

• We are looking for a senior MSP engineer with 3+ years of technical support experience and proven success supporting multiple clients at once.
• We need someone who can confidently manage Tier 2 and Tier 3 escalations independently.
• Strong working knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive is essential.
• Experience with Active Directory, Entra ID, Group Policy, Intune, Conditional Access, and MFA is required.
• Solid networking fundamentals, including firewalls and VPNs, are needed.
• Experience with endpoint security tools, backup and disaster recovery platforms, and related infrastructure is expected.
• We value excellent communication skills and the ability to work effectively with business owners and end users.
• Strong documentation habits, ownership mentality, and the ability to see issues through to resolution are important.
• The role requires a candidate who can mentor junior technicians and contribute to process improvement and automation.
• Hands‑on experience with Datto RMM and Autotask PSA is strongly preferred.
• Experience with Datto RMM automation, Autotask workflows, SonicWall, Meraki, or Fortinet is a plus.
• Exposure to HIPAA, CMMC, PowerShell, Power Automate, API integrations, AI‑assisted workflows, or relevant IT certifications is beneficial.

Responsibilities:

• We handle Tier 2 and Tier 3 escalations and resolve complex technical issues.
• We manage ticket queues while staying aligned with SLA commitments.
• We perform advanced troubleshooting across client environments and systems.
• We support projects, migrations, device refreshes, and security-focused initiatives.
• We maintain clear, accurate, and thorough technical documentation.
• We conduct root cause analysis to identify underlying problems and prevent repeat incidents.
• We improve internal processes and automate repetitive tasks wherever possible.
• We help define and uphold technical standards across the team.
• We mentor Tier 1 technicians and share knowledge to strengthen team capability.
• We contribute to project delivery and work to enhance the teams overall effectiveness.
• We participate in occasional after‑hours and weekend maintenance or cutover work when required.

Company:

We are a small, security‑conscious Microsoft‑focused managed services team based in San Diego, CA, working primarily onsite with some work‑from‑home flexibility for the right candidate. Our environment offers visible impact, direct access to leadership, minimal bureaucracy, and the chance to influence how we operate. The role includes a mix of support, project work, and continuous improvement across a variety of technologies and client environments. We offer a Monday through Friday schedule with occasional after‑hours or weekend work for maintenance windows, migrations, and planned cutovers. Our benefits include 401(k), 401(k) matching, dental, health, life, and vision insurance, paid time off, flexible scheduling, and professional development support. The compensation range for this role is $72,000 to $100,000 per year.