Tier II Support Technician & Escalation Expert

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

Benefits offered by this job

401K Plan 4% matching

Health, Dental, Vision insurance

Vacation time

Paid Sick Time

Performance Bonuses

Growth and Development Plans with IT培训

Job summary

Grapevine MSP is expanding its engineering team in Bakersfield and seeks a skilled Tier 2 technician who can act as a key escalation point, solving complex hardware, software, and connectivity issues across diverse client environments. You will monitor client IT systems, perform root-cause analysis, and implement fixes to prevent recurrence.

Ideal candidates have Tier 2 desktop support experience, strong Windows OS knowledge, and proficiency with Office 365 and Active Directory.

Qualifications

• Experience in a desktop support or help desk Tier 2 role.
• Proficient in Windows OS across workstation versions.
• Proficient with Office 365 and Microsoft Office Suite.
• Experience with Active Directory and user account management.
• Solid networking fundamentals — LAN/WAN, connectivity troubleshooting.
• Familiarity with remote support tools and common office hardware.
• Knowledge of antivirus, firewalls, and endpoint security best practices.
• Basic macOS comfort.
• Clear communicator with strong customer service skills.
• Organized, proactive, and able to work well under pressure.

Responsibilities

• Serve as escalation point for complex hardware, software, and connectivity issues.
• Monitor and maintain client IT systems, networks, and applications.
• Log incidents, perform root cause analysis, and implement fixes to prevent recurrence.
• Run scheduled maintenance: backups, patches, and updates.
• Document procedures, incidents, and resolutions accurately.
• Enforce IT security policies and flag vulnerabilities.
• Train end users on systems, applications, and IT policies.
• Collaborate with the broader team for seamless handoffs and communication.

Skills

Tier 2 support

Windows OS proficiency

Networking fundamentals

Active listening / customer service

Troubleshooting under pressure

Clear communication

Documentation

Tools

Office 365

Active Directory

Remote support tools

Job description

Grapevine MSP is expanding its engineering team in Bakersfield and seeks a skilled Tier 2 technician who can act as a key escalation point, solving complex hardware, software, and connectivity issues across diverse client environments. You will monitor client IT systems, perform root-cause analysis, and implement fixes to prevent recurrence.

Ideal candidates have Tier 2 desktop support experience, strong Windows OS knowledge, and proficiency with Office 365 and Active Directory.