Senior MSP Help Desk Engineer - On-Site & Escalations

Allsafeit; Pasadena (CA); On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with employer matching

2 weeks vacation/year

8 paid holidays per year

Certification exam reimbursement

Dog-friendly office

Job summary

AllSafe IT in Pasadena, CA, is seeking an experienced IT support professional to deliver advanced technical assistance to clients, VIPs, and internal teams. You will work across Windows, Office 365, networking, and security tools, providing on-site support in the greater Los Angeles area.

The role requires 10–15 years of escalated support experience in an MSP environment, strong documentation habits, and a proactive approach to learning new technologies while following defined workflows.

Qualifications

• 10–15 years of experience handling escalated support requests.
• Experience with MSPs and ticketing systems such as ConnectWise, Autotask or Kaseya.
• Advanced experience with a wide variety of helpdesk tools and ticketing systems.
• Knowledge of cybersecurity risks and best practices for protecting data and systems.
• Experience documenting procedures, troubleshooting steps and resolutions.
• Willingness to travel to client sites for on-site support.

Responsibilities

• Provide advanced technical support to clients, VIPs, and internal teams.
• Provide on-site support to clients throughout the greater Los Angeles area.
• Act as a point of escalation and complete incident and change management tickets.
• Serve as a project resource or technical owner and ensure QA; improve technical documentation.
• Continue to cultivate knowledge and skillset, always learning new technologies.

Skills

Windows Server & Networking

Office 365

Microsoft Hyper‑V

macOS & iOS

Cisco Meraki

Dell PowerEdge

Sophos XG Firewall

Azure Administration

VMware

Datto / Veeam

Tools

ConnectWise

Autotask

Kaseya

Job description

AllSafe IT in Pasadena, CA, is seeking an experienced IT support professional to deliver advanced technical assistance to clients, VIPs, and internal teams. You will work across Windows, Office 365, networking, and security tools, providing on-site support in the greater Los Angeles area.

The role requires 10–15 years of escalated support experience in an MSP environment, strong documentation habits, and a proactive approach to learning new technologies while following defined workflows.