Level 1 IT Support Engineer - MSP

As an MSP Support Technician, you'll be part of our front-line support team in our San Diego office. You'll handle incoming tickets, phone calls, and remote support for end users, and you'll work closely with senior engineers on more complex issues. You'll also occasionally visit client sites - sometimes independently, sometimes alongside a senior engineer.

This is a live production support role. We're looking for someone who can independently handle common desktop, Microsoft 365, and network connectivity issues from day one, and who knows when and how to escalate. This is not an entry point for learning basic IT concepts from scratch.

Responsibilities

· Act as the first line of support for client users (phone, email, and remote).

· Occasionally go onsite to client locations independently or with a senior engineer.

· Troubleshoot and resolve issues with Windows 10/11 desktops & laptops.

· Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) or Google Workspace.

· Troubleshoot basic networking (Wi-Fi, printers, IP phones, VPN, connectivity, switches).

· Log, update, and document all tickets accurately in RMM/PSA tools.

· Install and configure PCs, peripherals, and software.

· Escalate issues to Level 2 with clear, detailed notes.

· Assist with maintenance tasks (updates, health checks, onboarding/offboarding).

· Occasional voluntary after-hours or on-call work available; compensation discussed during interview.

· Visit client sites as needed for hands-on work.

Do you have experience in macOS?, 2+ years of hands-on IT support experience in a business or MSP environment required. Academic-only experience or home lab experience alone is not sufficient for this role.

· Strong understanding of Windows 10/11.

· Basic networking: IP, DNS, DHCP, gateways, Wi-Fi.

· Microsoft 365 user-level support or Google Workspace.

· Comfortable with phone and remote support tools.

· Strong written and verbal communication.

· Ability to pass a full criminal and financial background check (required due to our client base in financial services, law enforcement, and regulated industries)

Preferred Skills

· Experience with ConnectWise Automate and ConnectWise Manage, or similar RMM/PSA tools (Datto RMM, NinjaOne, Kaseya, Syncro, Atera).

· Exposure to WatchGuard firewalls or similar SMB firewall platforms (SonicWall, Fortinet, Meraki)

· Networking beyond the basics - TCP/IP, routing, VLANs, switches, and wireless.

· CompTIA A+, Network+, or similar certifications (or in progress)

· Experience with Dell/HP/Lenovo hardware, macOS, iOS/Android mobile devices, and common business printers.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Dental insurance
• Life insurance, Role includes defined skill milestones and performance-based bonuses during the first year.

For team members who demonstrate strong performance and ownership, we offer:

· Clear path from Level 1 * Level 2 * Level 3.

· Time and support to study for in-house certifications across the key platforms we deploy - covering cybersecurity, networking, VoIP, and productivity tools.

· Performance-based bonuses for completing approved certifications.

· Expected completion of initial certifications within approximately 6 months.

Pay: $28.00 - $32.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

We're a San Diego-based Managed Service Provider (MSP) supporting small and mid-sized businesses with their day-to-day IT, projects, and cybersecurity. Our team manages everything from basic desktop support to servers, networks, and cloud services for clients in multiple states.