IT Technician (Level 2)

What you'll do

• Work tickets as they come in and see them through to resolution.
• Troubleshoot user, device, network, and application issues remotely and at client sites.
• Handle user onboarding and offboarding, following documented standards.
• Set up, deploy, and support workstations, laptops, printers, and peripherals.
• Support day-to-day network issues on firewalls, switches, and wireless access points.
• Hand tickets off to our escalation team when they reach our time threshold, with clear notes on what you've already tried.
• Log accurate time entries and update ticket notes and client documentation as you work.
• Spot recurring issues and flag them so they get fixed for good, not just closed again.
• Keep clients informed with clear, professional communication at every step.
• Take part in the after-hours on-call rotation.

Technical skills

Hands-on experience with most of the following is expected:

• Microsoft 365: user and license management, Exchange Online mailboxes, Teams,  SharePoint and OneDrive, and Entra ID basics like MFA and password resets
• Windows desktop: Windows 10 and 11 troubleshooting, imaging, and deployment
• Active Directory and Group Policy: user and group management, and troubleshooting policy issues
• Server-related user issues: fixing user problems that involve DNS, DHCP, file shares, or RDS. You won't be designing or administering the servers themselves.
• Networking: TCP/IP fundamentals and remote diagnosis of connectivity issues
• Firewalls and wireless: basic Meraki and UniFi troubleshooting
• MSP tools: RMM and PSA/ticketing systems (ConnectWise experience is a plus)
• Remote support tools: remote desktop, screen sharing, and VPN

Experience and qualifications

This is not an entry-level role. You should be able to work independently and solve unfamiliar 

problems without step-by-step direction.

R E Q U I R E D

• 3+ years of hands-on IT support experience
• 1+ year working for or supporting a managed service provider (MSP). Experience supporting multiple client environments may count in its place.
• Strong written and verbal communication with non-technical users
• Valid driver's license and a reliable vehicle for onsite client visits across Orange County
• Must live within 30 miles of John Wayne Airport (SNA)

NICE TO HAVE

• CompTIA A+, Network+, or Security+
• Microsoft certifications, such as MD-102 or MS-900
• Experience with ConnectWise Manage and IT Glue

What success looks like

• Tickets get resolved accurately and quickly.
• Your time entries and ticket notes are complete and up to date.
• Clients get the same quality of support whether you're remote or onsite.
• Recurring problems get flagged and fixed at the root, not just closed again.
• Onboarding and offboarding follow our documented standards.
• You manage your own queue and follow the cadences set before you.

Job details

• Job Type:Full-time
• Location: Irvine, CA office for the first 90 days, then remote with onsite client visits as needed. Must live within 30 miles of John Wayne Airport (SNA).
• Schedule: Monday to Friday, 8:00 AM – 5:00 PM Pacific Time
• On-Call: After-hours rotation shared across the techTEAM
• Travel:Local travel to client sites across Orange County

What we offer

We value our team members and offer a comprehensive benefits package to support your success.

• Competitive pay: $28.85 - $36.10 Hourly, based on experience
• 401(k) plan
• Health, dental, and vision insurance
• Company-paid life insurance
• Paid time off (PTO)