IT Systems Engineer Level 2+

We are a Managed Services Provider (MSP) supporting small-to-mid-sized businesses in Santa Barbara, CA. We are seeking a Level 2+ IT Systems Engineer who can deliver exceptional client support both remotely and on-site, efficiently resolve technical issues, and maintain clear, accurate documentation within our ticketing system.

This role is ideal for someone who enjoys problem-solving, working directly with clients, lead efforts, and learning new technologies. Strong customer-facing and organizational skills, along with basic leadership skills, are key to success in this position.

What You'll Do

• Provide onsite support in Santa Barbara and surrounding areas
• Deliver end-user support via ticketing system, phone, and remote tools
• Troubleshoot Windows/macOS workstations, printers, email, and common business applications
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive/SharePoint)
• Manage user onboarding/offboarding (accounts, permissions, MFA, devices)
• Respond to alerts from RMM, security, and backup tools and take appropriate action
• Document all work performed, including troubleshooting steps, time, and resolutions
• Communicate clearly and professionally with clients and our TEAM internally providing updates and setting expectations
• Escalate issues appropriately while maintaining ownership
• Assist with local project coordination and resource management
• Support and mentor Level 1 engineers/Interns

Level 1 Responsibilities (Typical)

• Password resets, MFA/access issues, and basic account support
• Basic PC troubleshooting (performance, updates, peripherals)
• Printer setup/troubleshooting and basic network connectivity issues (Wi-Fi, DNS/DHCP basics)
• Basic Microsoft 365 administration (licenses, mailboxes, Outlook setup)
• File-level restore requests and backup checks (with guidance)

Level 2 Responsibilities (Typical)

• Advanced troubleshooting (user profiles, Outlook/email issues, OneDrive/SharePoint sync)
• Active Directory / Azure AD (Entra ID) administration and troubleshooting
• Server support (patching, services, logs, performance basics)
• Networking fundamentals (VLANs, VPN troubleshooting, firewall rule basics)
• Backup and disaster recovery troubleshooting (failed jobs, agent issues, restore testing)
• Perform root cause analysis and recommend preventative improvements

Do you have experience in Wireless networking?, * Strong customer-facing service and communication skills (written and verbal)

• Proven ability to manage priorities and provide a high level of client satisfaction
• Solid troubleshooting methodology and attention to detail
• Comfortable working within ticketing systems and following SOPs
• Working knowledge of Windows 11 and common business applications
• Basic networking knowledge (IP addressing, DNS, DHCP, Wi-Fi)
• Demonstrated leadership and mentoring capability

Preferred

• MSP experience (multi-client environments)
• Familiarity with ticketing systems and RMM tools
• Microsoft 365 administration experience
• PowerShell experience or interest
• Certifications such as CompTIA A+/Network+, Microsoft, or ITIL

Experience Guidelines

• Level 2: 2-5 years of IT support experience with the ability to own issues end-to-end and support team members

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Dental insurance, * Exposure to diverse technologies in both office and field environments
• Supportive team culture with clear escalation paths
• Opportunity to grow into advanced technical or leadership roles
• Competitive compensation based on experience, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off