Dispatchable Support Technician - Tier 2

We are looking for an experienced, motivated Tier 2 Support Technician who thrives in a fast-paced environment, possesses strong technical skills, and exhibits exceptional customer service aptitude. This position involves significant field work-balancing remote ticket resolution with frequent on-site dispatches to client locations throughout the region. You will handle mid-level escalations, perform hands-on hardware and infrastructure deployments, and communicate technical solutions clearly to clients of all backgrounds.

As a Dispatchable Tier 2 Engineer, you will serve our California-area clients both remotely and on-site. Candidates who live in or near the local California service territory are strongly preferred, as regular travel to client sites is a core component of this role.

RESPONSIBILITIES

• Provide Tier 1 & 2 technical support to clients via phone, remote session, and on-site dispatch-handling escalated tickets, troubleshooting hardware, software, network, and peripheral issues.

• Perform frequent hands-on field work, dispatching to Southern California-area client sites for workstation setups, network device installations, physical troubleshooting, and high-touch relationship maintenance.

• Diagnose and resolve intermediate issues across Windows 10/11, macOS, Active Directory, and Windows Server environments.

• Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, and basic licensing).

• Assist with basic-to-intermediate network maintenance and troubleshooting for firewalls (SonicWall, WatchGuard, Fortinet, UniFi), switches, and wireless access points.

• Troubleshoot VPN client connections (AnyConnect, L2TP) and basic site-to-site connectivity.

• Support foundational network services including DHCP, DNS, VLAN assignments, and printer configurations.

• Remediate endpoint security incidents, including malware, phishing threats, spam filtering issues, and backup validation.

• Perform basic VoIP phone system administration and client-side troubleshooting.

• Maintain complete, accurate, and detailed ticket documentation from initial intake through site visit notes, resolution, and client sign-off.

• Escalate complex, high-level infrastructure or advanced networking issues to Tier 3 engineers efficiently when necessary.

• Ensure exceptional client satisfaction through proactive communication, reliable attendance at client sites, and professional representation of ERGOS at all times.

• 2+ years of technical support experience in a service desk, help desk, or managed services provider (MSP) environment.

• Strong hands-on experience in field support and desktop/on-site troubleshooting.

• Solid working knowledge of Windows 10/11, macOS, Active Directory, Office 365, and basic Windows Server administration.

• Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, basic switch/firewall configuration).

• Reliable personal transportation, a valid driver's license, and a clean driving record for regular site dispatches.

• Excellent verbal and written communication skills-able to explain technical concepts clearly and professionally to non-technical end users.

• Strong organizational skills and reliable documentation habits (your tickets tell the complete story).

• Professional appearance, strong interpersonal skills, and confidence representing ERGOS in client environments.

• Relevant certifications such as CompTIA Network+, Security+, A+, or Microsoft Fundamentals (MD-102, AZ-900) are a strong plus.

Mileage reimbursement, Travel reimbursement, Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance Full-time Hybrid work in Santa Clarita, CA, * Health, dental, and vision insurance

• Life insurance

• 401(k) with company match options

• Paid time off (PTO)

ERGOS Technology Partners is an international managed IT services provider delivering end-to-end computer support and services to businesses and organizations of all sizes. Our LIVE Desk is the heartbeat of client experience-and this role sits at a uniquely visible intersection of remote support and hands-on field operations.