Associate Systems Support Engineer

Job Description

Requirements
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### Must have:

### - 2--4 years of experience in IT support, desktop support, systems administration, or a similar technical role. - Practical knowledge of Windows 10/11, Microsoft 365 administration, Active Directory, and Entra ID fundamentals. - Solid grasp of TCP/IP networking, DNS, DHCP, VPNs, and remote access technologies. - Experience with user onboarding and offboarding, workstation imaging and deployment, ticketing platforms, and remote support tools. - Strong troubleshooting and root-cause analysis abilities. - Excellent customer service, communication, and interpersonal skills. - Ability to juggle multiple priorities in a fast-paced environment and follow instructions precisely. - Valid drivers license with a clean driving record. - Reliable personal vehicle for travel to client locations. - Preferred: prior MSP experience. - Preferred: exposure to Microsoft Intune, Exchange Online, SharePoint Online, endpoint security platforms, VMware or Hyper-V. - Preferred: familiarity with PowerShell scripting and automation concepts. - Preferred: industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Fundamentals/Associate credentials.

Responsibilities:
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- Deliver Tier 1 and Tier 2 support to end users by phone, ticketing platforms, email, and remote tools. - Troubleshoot and resolve issues with Windows 10/11, Microsoft 365, printers, peripherals, endpoint devices, connectivity, and VPN access. - Administer Microsoft 365 environments, including user provisioning and deprovisioning, licensing, shared mailboxes, distribution groups, and basic Exchange Online tasks. - Manage Active Directory and Entra ID activities such as user and group administration, password and access handling, security group assignments, and basic Group Policy support. - Support endpoint management efforts, including device enrollment, compliance monitoring, patching, and endpoint security deployment. - Image, deploy, configure, and maintain workstations throughout their lifecycle. - Track ticket queues, meet SLA targets, and document issues, troubleshooting steps, client interactions, and resolutions accurately. - Escalate complex infrastructure, security, and networking problems to senior Systems Support Engineers. - Create and maintain technical documentation, knowledge base articles, and standard operating procedures. - Travel to client sites across the San Francisco Bay Area to provide hands-on field support. - Install and configure desktops, laptops, printers, mobile devices, and other network-connected equipment. - Set up new employee workstations and office technology, and perform hardware replacements, upgrades, and troubleshooting. - Assist with network equipment installation, basic connectivity troubleshooting, office moves, expansions, refreshes, and site deployments. - Support systems implementations, migrations, and project delivery alongside engineering teams. - Carry out client site assessments and identify opportunities for technical and operational improvement. - Follow operational procedures, documentation standards, and security best practices. - Maintain asset records, configuration details, and client documentation. - Support onboarding and offboarding workflows across client environments. - Help implement compliance measures and security standards. - Collaborate with service delivery, cybersecurity, and engineering teams on escalations and projects. - Recommend process improvements, automation opportunities, and efficiency gains. - Record all hours worked, including meal periods, in line with company policy. - Build proficiency in Microsoft 365, Entra ID, endpoint management, networking, and cloud technologies through training and hands-on learning. - Accept coaching and feedback while progressing toward greater ownership of more complex technical issues and projects.
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Company:
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We are a high-growth Managed Services Provider and Managed Security Services Provider delivering IT, cloud, and security solutions to a diverse client base. Our work helps organizations operate securely, efficiently, and in line with industry and regulatory expectations. This is a hybrid role combining remote support with on-site client visits across the San Francisco Bay Area, and it sits on a structured career path toward Systems Support Engineer, Systems Engineer, and Senior Systems Engineer. We offer medical, dental, and vision insurance, paid time off, company holidays, overtime eligibility, mileage reimbursement for approved business travel, professional development and certification assistance, and a hybrid work environment. The position is full-time, non-exempt, and physically active, with regular travel and occasional lifting of equipment up to 75 pounds.
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