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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Desk Tier II IT Technician - **Company:** Advanced - **Location:** Los Angeles, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Backup Devices, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, QuickBooks (Software), Remote Access Technology, Cloud Services, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Computer Equipment, Information Technology, 3-tier Architectures, Network Server, Vmware - **Published:** October 3, 2026 - **Apply:** https://www.thejobnetwork.com/job/6ea372cd-2491-42cb-9392-70ef0c55cc28/support-desk-tier-ii-technician ## About the Role * 4+ years of help desk or technical support experience in an MSP or multi-client environment. * Solid knowledge of Windows 11, Microsoft 365, Active Directory, DNS/DHCP, Barracuda Email Security, VPN setup and troubleshooting, Prior experiencing with configuring and troubleshooting Firewalls, printers, and remote access tools. * Experience with ticketing systems (e.g., ConnectWise, Autotask) and RMM platforms (e.g., NinjaOne, Kaseya, N-able). * Strong troubleshooting skills across workstations, networks, and cloud services. * Excellent written and verbal communication skills. * Ability to prioritize and manage time effectively in a ticket-driven environment. * Must have reliable transportation and a valid driver's license (for occasional on-site work). * Ability to lift and move computer equipment as needed. Bonus Points ยท * Bachelor's degree in computer science * CompTIA A+, Network+, Security + or Microsoft certifications (MCP, M365 Fundamentals, etc.) * Experience with firewalls (SonicWall, Ubiquiti, etc.) and basic networking concepts. * Exposure to virtualization (Hyper-V/VMware) and backup solutions. * Familiarity with mobile device management (MDM) tools such as Intune. * Familiarity with account application ex: QuickBooks, Accounting CS, Lacerte ## Description We are seeking a proactive and skilled Tier 2 Support Desk Technician to join our growing MSP team. This role is primarily based out of our main office, where you will handle Tier 2 service tickets and provide remote support for a wide range of client environments. The ideal candidate will also be comfortable traveling locally for on-site support when required, such as hardware issues, network troubleshooting, or client escalations. This is a client-facing role that requires excellent communication skills, technical knowledge, and the ability to manage multiple issues in a fast-paced environment. What You'll Do * Troubleshoot and resolve escalated tickets from Tier 1 support, including more complex workstation, server, and network issues. * Provide remote support for clients via RMM and ticketing systems. * Respond to and resolve issues related to Microsoft 365, Windows desktops, servers, printers, VPNs, and basic network connectivity. * Perform occasional on-site visits to client offices for hardware installations, network troubleshooting, or escalated issues. * Communicate effectively with clients to explain issues and solutions in a user-friendly manner. * Monitor and respond to alerts and system events in accordance with SLA requirements. * Document all work performed in PSA/ticketing system with clear and thorough notes. * Collaborate with Tier 1 and Tier 3 teams to ensure effective resolution of client issues. * Maintain accurate inventory and documentation for client systems, configurations, and credentials (within policy). * Assist with user onboarding/offboarding and account changes across various platforms. * Participate in regular team meetings, training, and knowledge-sharing sessions * On Call Weekly rotation after 90 days ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)