Technical Support Specialist, L1

Managed Solution; California; Hybrid; USD 33,000 - 41,000; Full time

Benefits offered by this job

PTO

Sick Time

401k

Health Insurance

Telemedicine

Life Insurance

Cell Phone Reimbursement

Job summary

Managed Solution is seeking a Technical Support Specialist (Level 1) to join our 24/7 operations team in California. You will deliver hands-on application and infrastructure support across multi-client environments, document resolutions, and communicate clearly with English-speaking clients.

The role emphasizes problem solving, ownership, and adherence to SLAs, with opportunities to grow in Office365, Windows, Active Directory, and Cloud technologies.

Qualifications

• Associate's or Bachelor's degree in computer science or related field, plus 2+ years troubleshooting experience.
• Strong English communication, written and spoken.
• Experience in a multi-client Managed Services or SOC helpdesk preferred.
• Proficiency in Office365 administration and troubleshooting.
• Knowledge of Azure and virtualization is a plus.
• ConnectWise or similar ticketing system experience.

Responsibilities

• Provide application and infrastructure support across multiple environments for managed services clients.
• Adhere to SLAs and prioritize/resolving issues, escalating per policy.
• Communicate technical information clearly over the phone, in person, and in writing.
• Document communications and resolutions in the ticketing system.
• Maintain professionalism and client confidentiality in sensitive environments.
• Support security monitoring and respond to alerts per standards.
• Other responsibilities as assigned.

Skills

English communication

Customer service

Troubleshooting

Networking basics

Education

Associate or Bachelor’s in CS or related field

Tools

Office365 administration

Azure cloud

Virtualization technologies

ConnectWise ticketing

Fortigate firewall

LAN/WAN troubleshooting

Job description

All Jobs > Technical Support Specialist, Level 1

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you'll bring: As a member of the Managed Operations Center, the Technical Support Specialist (Level 1) will provide technical support to managed services clients in a 24/7/365 environment and will be responsible for the following...

• Provides application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards.
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Complies with all company policies and procedures.
• Other responsibilities as assigned.

Note: This position is eligible for full remote status for individuals who will work from a home office in state with Managed Solution payroll operations. Individuals located in San Diego county, California, will be required to work as assigned, which may include working onsite from our headquarters; working from a remote home office; or reporting to a client site.

Requirements

Shift/Availability Requirements: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or related field, as well as 2+ years of troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Demonstrated history of taking ownership/accountability of assigned tasks.
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.
• Proficiency in Office365 administration and troubleshooting required. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus.
• Microsoft or other technical certifications highly desired and may be required for employment.
• Strong troubleshooting skills in a Windows environment, including desktop and server OS.
• Proficiency in Microsoft Exchange and Active Directory
• Proficient knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, wireless technology. The ability to configure switches is a plus.
• Basic knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
• Previous experience working within ticketing systems required (Connectwise preferred)
• Previous experience working in Managed Services Operations Center

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Why our employees love working here:

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values: I IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Base Wage Range: $24.00 to $30.00 per hour

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

• PTO – earn 80 hours lump sum year 1; 15 days accrued throughout year 2; and 20 days accrued throughout years 3+
• 40 hours of Sick Time per calendar year
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – Managed Solution celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – including two medical plans with a $0 cost for employee-only coverage tiers!
• Optional Flexible Spending Account for eligible Health Care or Dependent Care costs
• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
• $100K Life/AD&D policy provided for all employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

*All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.