MSP Help Desk Engineer- Tier II
Active Directory
Azure
Cloud
Cloud Platform
Cloud Platforms
Customer Service
Customer Support
End User Support
Help Desk Support
Identity and Access Management
Incident Management
Information Technology (IT)
IT Services
ITSM
Level II
Microsoft 365
MSP
Onsite
Remote Support
Security
Security Operations
Specialist
Technical Support
Job Description
AllSafe IT is seeking a Tier II MSP Help Desk Engineer to deliver remote and on-site IT support for SMB clients from our Pasadena office.
Responsibilities
- Provide remote technical assistance to clients and internal colleagues
- Conduct on-site visits across the greater Los Angeles area as assigned
- Document all incidents and requests, proposing process improvements for efficiency
- Pursue ongoing skill development and raise performance benchmarks
- Serve as the technical owner for VIP clients and ensure high-priority issues are resolved
Requirements
- Residence within 50 minutes of the Pasadena office
- Willingness to travel to client sites for on-site support
- Thrive in a structured, process-driven environment with adherence to defined workflows
- Own tasks, maintain accountability, and seek candid feedback for growth
- Commitment to continual improvement and adaptability to role changes
- Experience in a MSP setting and familiarity with ticketing systems such as ConnectWise, Autotask, or Kaseya
- 3 to 4 years of experience handling Tier 2 to Tier 3 IT support requests
- Certifications and hands-on experience across relevant technologies, including 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, and VMware Certified Technical Associate
- Experience troubleshooting without supervision in roles such as Datto Advanced Technician, Ironscales Mail Administrator, Cisco Meraki Solutions Specialist, M365 Teams Administrator Associate, AZ-800, Sophos XG Firewall Engineer, UniFi Network and Ubiquiti Enterprise Wireless, and Veeam Backup and Replication
- Experience designing IT solutions from scratch, including M365 Fundamentals and Modern Desktop Administrator, Comptia A+/Server+/Network+, and Apple Certified Support Professional (ACSP)
- Strong understanding of IT systems, hardware, software, and networking concepts
- Focus on customer satisfaction and relationship-building
- Ability to explain technical concepts to non-technical stakeholders and uncover implicit needs
- Effective multi-tasking, prioritization, and deadline management
- Collaborative mindset and ability to work with cross-functional teams
- Willingness to adapt and pursue professional growth
- Ability to follow detailed processes
Technologies
- Microsoft Identity and Access Administrator Associate
- Microsoft Security Operations Analyst Associate
- Microsoft Security, Compliance, and Identity Fundamentals
- Power Platform Fundamentals
- Azure Fundamentals
- Azure Administrator Associate
- Solutions Architect Expert
- Addigy ACE
- VMware Certified Technical Associate
- Datto Advanced Technician
- Ironscales Mail Administrator
- Cisco Meraki Solutions Specialist
- M365 Teams Administrator Associate
- AZ-800
- Sophos XG Firewall
- UniFi Network
- Ubiquiti Enterprise Wireless
- Veeam Backup and Replication
- M365 Fundamentals
- Modern Desktop Administrator
- Comptia A+, Comptia Server+, Comptia Network+
- Apple Certified Support Professional (ACSP)
Benefits
- Health, dental, and vision insurance
- 401(k) with employer matching
- Two weeks of vacation per year
- Paid time off
- 40 hours of sick pay per year
- 8 paid holidays per year
- Reimbursement for passing quarterly certification exams
- Bonusly employee recognition program
- Dog-friendly office
Compensation
Salary: USD 30 - 36 per hour
About Us
AllSafe IT is a managed service provider delivering IT services to small and medium-sized businesses.
About You
- Located within 50 minutes of our Pasadena, CA office
- Willing to travel to client sites for on-site support
- Comfortable in a structured, process-driven environment
- Owns work, remains accountable, and welcomes constructive feedback
- Committed to continuous improvement and role adaptability
- Experience in an MSP and familiarity with ticketing systems such as ConnectWise, Autotask, or Kaseya
- 3 to 4 years of experience handling Tier 2 to Tier 3 IT support requests
Job Details
- Work location: In person, Pasadena, CA 91101
- Ability to commute to client sites as needed
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