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AllSafe IT

MSP Help Desk Engineer- Tier II

AllSafe IT
Pasadena, CA $30 - $36/hr Full time Posted 2d ago
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
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Job Description

AllSafe IT is seeking an experienced MSP Help Desk Engineer at Tier II to support a portfolio of SMB clients in a fast-paced MSP environment. Based in Pasadena, California, this role blends remote troubleshooting with on-site visits, emphasizing timely incident resolution, precise documentation, and a strong focus on customer service.

Position details

  • Location: Pasadena, CA (onsite)
  • Salary: USD 30 - 36 per hour
  • Minimum experience: 3 years

Responsibilities

  • Deliver remote technical support to clients and internal teams
  • Provide on-site assistance to clients across the greater Los Angeles area as assigned
  • Document all incidents and requests, proposing efficiencies to improve workflows
  • Continual growth in skills and performance benchmarks
  • Serve as a technical owner and deliver VIP level support to key clients

Requirements

  • Within 50 minutes of the Pasadena office
  • Willingness to travel to client sites for on-site support
  • Thrive in a structured, process-driven environment and believe that following defined workflows yields the best results
  • Own your work, hold yourself accountable, and seek candid feedback as a growth tool
  • Embrace continuous improvement and adapt to changes in the role
  • Experience with a Managed Service Provider (MSP) and familiarity with ticketing systems (ConnectWise, Autotask, or Kaseya)
  • 3-4 years of experience handling Tier 2 to 3 IT support requests
  • Certifications and hands-on experience include:
    • Microsoft: Identity and Access Administrator Associate; Security Operations Analyst Associate; Security, Compliance, and Identity Fundamentals; Power Platform Fundamentals; Azure Fundamentals; Azure Administrator Associate; Solutions Architect Expert
    • Addigy ACE; VMware Certified Technical Associate
    • Troubleshooting and administration roles: Datto Advanced Technician; Ironscales Mail Administrator; Cisco Meraki Solutions Specialist; M365: Teams Administrator Associate; AZ-800; Sophos XG Firewall Engineer and Central Endpoint and Server Engineer; UniFi Network and Ubiquiti Enterprise Wireless; Veeam Backup and Replication
    • Design and architecture: M365 Fundamentals and Modern Desktop Administrator; CompTIA A+, Server+, and Network+; Apple Certified Support Professional (ACSP)
  • Broad understanding of IT systems, hardware, software, and networking to diagnose and resolve issues quickly
  • Strong focus on customer satisfaction and relationship building
  • Ability to translate technical information for non-technical stakeholders and uncover underlying needs
  • Capacity to manage multiple tasks, prioritize, and meet deadlines
  • Collaborative mindset and effective teamwork
  • Willingness to adapt to change and pursue professional growth
  • Commitment to following detailed processes

Skills and technologies

  • Microsoft certifications and credentials listed above
  • 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 Engineer; UniFi Network; Veeam Backup and Replication
  • M365 Fundamentals; Modern Desktop Administrator; Comptia A+, Server+, and Network+; Apple Certified Support Professional (ACSP)

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401(k) with employer matching
  • 2 weeks of vacation per year
  • Paid time off
  • 40 hours of sick pay per year
  • 8 hours of paid volunteer time per year
  • 8 paid holidays per year
  • Reimbursement for passing quarterly certification exams
  • Bonusly employee-to-employee recognition program
  • Dog-friendly office

About us

AllSafe IT is a Managed Service Provider that delivers services to small to medium sized businesses.

About you

You are within 50 minutes of the Pasadena office and can travel to client sites for on-site support. You thrive in a structured, process-driven environment and believe that following well-defined workflows yields the best results. You take ownership of your work, hold yourself accountable, and seek candid feedback as a tool for growth. You embrace continuous improvement and are adaptable to adjustments in your role. You have MSP experience and familiarity with ticketing systems such as ConnectWise, Autotask, or Kaseya, and you bring 3-4 years of experience handling Tier 2 to 3 IT support requests.

Ability to commute

Pasadena, CA 91101 (Required)

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