Level 2 IT Technician / MSP Support Engineer

We’re looking for a reliable IT Support Technician to handle the day-to-day ticket queue across our client base. You’ll be the first line of response for incoming tickets - working everything from password resets and endpoint issues to M365 administration and basic network troubleshooting. This is a hands-on role for someone who takes pride in closing tickets, communicating well with clients, and keeping things moving.

What You’ll Do

• Work the incoming ticket queue as the primary responder - triage, troubleshoot, and resolve
• Handle common tier 1/2 issues: user account problems, endpoint troubleshooting, printer and peripheral issues, basic network connectivity, application support
• Administer Microsoft 365 day-to-day: user provisioning/offboarding, license assignment, mailbox issues, Teams/SharePoint/OneDrive support, MFA resets
• Use the RMM platform to remote into endpoints, push patches, and run standard tasks
• Maintain tight ticket hygiene in the PSA: accurate notes, time entry, and clear client communication
• Escalate when issues require deeper investigation or higher-level access
• Follow established runbooks and contribute small improvements as you learn the environments

Do you have experience in Windows?, * 2+ years in an IT support, helpdesk, or MSP role

• Working proficiency with an RMM platform - comfortable with remote sessions, patching, and routine deployment tasks
• Working proficiency with a PSA / ticketing system - you understand ticket hygiene, time entry, and SLAs
• Hands-on Microsoft 365 administration: user/license management, Exchange Online basics, Teams, SharePoint/OneDrive, MFA
• Comfortable with Windows 11, basic Active Directory or Entra ID tasks, and general endpoint troubleshooting
• Basic networking knowledge - DNS, DHCP, common connectivity issues
• Clear written and verbal communication - you’ll be talking directly to clients
• Reliable, organized, and able to manage your own queue without constant oversight

Nice to Have

• CompTIA A+ / Network+, Microsoft fundamentals certifications
• Prior MSP experience working across multiple client tenants
• Familiarity with EDR or modern endpoint security tools
• Exposure to Intune or Azure

Moonlight Technology Solutions is a small, established managed service provider serving small and midsize businesses across Southern California. We deliver responsive, high-quality IT and security services, with strong tooling, clean documentation, and minimal bureaucracy.