Service Desk Technician I (MSP Tier 2 Support Engineer)

The Service Desk Technician I (MSP Tier 2 Support Engineer) role supports client environments as a Tier 2 engineer, owning and resolving Tier 1 and Tier 2 requests while delivering a reliable client experience. This onsite position is based in Bakersfield, California.

Role Overview

This position provides technical support for client systems and services with a focus on Microsoft 365 administration, endpoint troubleshooting, and foundational network and security troubleshooting. The role emphasizes structured troubleshooting, root cause analysis, and accountable escalation through to resolution.

Responsibilities

• Resolve Tier 1 and Tier 2 support requests while maintaining ownership of the client experience.
• Support Microsoft 365 environments, including Exchange Online, Entra ID, Teams, SharePoint, OneDrive, and Intune.
• Troubleshoot Windows workstations, laptops, mobile devices, business applications, and peripherals.
• Administer user accounts, permissions, licensing, MFA, and security controls.
• Troubleshoot DNS, DHCP, VPN, wireless, switching, connectivity, and firewall-related issues.
• Use remote monitoring and management tools to maintain and remediate client systems.
• Apply structured troubleshooting and root cause analysis to identify corrective actions that prevent repeat issues.
• Escalate appropriately while remaining accountable for communication and follow-through.
• Create accurate ticket notes, technical documentation, and knowledge articles.
• Contribute to service improvement, operational standards, and knowledge sharing.
• Coordinate with the Service, Centralized Services, Strategic Services, and Professional Services teams.
• Participate in after-hours support rotations as required.

Required Qualifications

• 2 to 5+ years of professional IT support experience.
• Demonstrated success in a Help Desk, Service Desk Analyst, Technical Support, internal IT, or MSP support role.
• Experience supporting Microsoft 365 business environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently, manage competing priorities, and ask for help when appropriate.
• Strong documentation and follow-through habits.
• A client-first attitude and willingness to engage with people, not just technology.

Technologies

• Microsoft 365, Exchange Online, Entra ID, Teams, SharePoint, OneDrive, Intune
• MFA
• DNS, DHCP, VPN, wireless, switching, firewall
• Windows 10, Windows 11
• Remote monitoring and management tools
• Root cause analysis
• IT Glue

Benefits

• Medical, dental, and vision coverage.
• 401(k) with company match.
• Paid time off and Charity Contribution PTO.
• Professional development and certification support.
• Employee appreciation programs.
• Clear career advancement opportunities.
• Collaborative team focused on client success and continuous improvement.
• Flexible schedule.
• Life insurance.
• Referral program.
• Retirement plan.
• Tuition reimbursement.

What You Should Already Know

• Microsoft 365 user and license administration.
• Exchange Online, Entra ID, Teams, SharePoint, OneDrive, MFA, and Intune fundamentals.
• Windows 10 and Windows 11 troubleshooting and administration.
• Device onboarding, software installation, endpoint support, and remote support tools.
• DNS, DHCP, VPN, wireless, switching, and firewall fundamentals.
• Ticket ownership, SLA awareness, escalation practices, documentation, time management, and client communication.

Preferred Qualifications

• MSP experience supporting multiple client environments.
• CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent experience.
• Experience with remote monitoring and management platforms.
• Experience with IT Glue or a similar documentation platform.
• Hands-on exposure to Intune, SharePoint, Entra ID, Exchange Online, and network troubleshooting.

Career Growth

• Service Desk Technician II and III
• Escalation Specialist
• Professional Services Engineering
• Centralized Services
• Strategic Services
• Technical Leadership and Management

The organization invests in professional development, certification attainment, leadership growth, and internal advancement opportunities.

Work Setting and Location

• Bakersfield, CA | Full Time | In Office
• Work Location: In person

Pay

• $52,756.37 - $63,960.00 per year