MSP Help Desk Engineer- Tier II

Provide remote technical support to clients and internal teams Provide on-site support to clients as assigned throughout the greater Los Angeles area Provide technical documentation for all incident and request management, suggesting efficiencies where appropriate Continuous growth in skillset and benchmarks Acting as a technical owner and providing VIP client support

< 50 minutes from our office in Pasadena, CA Ability to travel to client sites for on-site support You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results. You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth. You embrace continuous improvement and are adaptable to adjustments in your role. Experience with a Managed Service Provider (MSP) and familiarity with ticketing systems (such as ConnectWise, Autotask, or Kaseya) 3-4 years of experience handling T2-3 IT support requests

Skills

• Experience with: Microsoft: Identity and Access Administrator Associate, Security Operations Analyst Associate, Security, Compliance, and Identity Fundamentals, Power Platform Fundamentals; Azure Fundamentals, Administrator Associate, Solutions Architect Expert; Addigy ACE; VMware Certified Technical Associate
• Experience troubleshooting and managing without supervision: Datto Advanced Technician, Ironscales Mail Administrator, Cisco Meraki Solutions Specialist, M365: Teams Administrator Associate, Plan and design Teams, AZ-800; Sophos XG Firewall Engineer and Central Endpoint and Server Engineer, UniFi Network and Ubiquiti Enterprise Wireless, Veeam Backup and Replication
• Experience architecting or designing from the ground up: M365 Fundamentals and Modern Desktop Administrator; Comptia A+, Server+, and Network+; Apple Certified Support Professional (ACSP)
• Understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve technical issues
• Strong focus on customer satisfaction and relationship building
• Ability to communicate technical information to non-technical stakeholders and elicit underlying needs that may not be explicitly stated
• Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
• Ability to collaborate effectively with other team members
• Willingness to adapt to change and interest in professional growth
• Ability to follow detailed processes

Pulled from the full job description

• 401(k) matching
• Vision insurance
• Dental insurance
• Paid sick time
• Paid holidays, Health, dental, and vision insurance 401(k) with employer matching 2 weeks of vacation/year 40 hours of sick pay/year 8 hours of paid volunteer time/year 8 paid holidays per year Reimbursement for passing quarterly certification exams Bonusly employee-to-employee recognition program Dog-friendly office

Our Values: We do what we say we’ll do. We care about the process. We are generous with what we know. We enjoy the people we work with. We choose compassionate candor.

AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses.