Level 2 Technician/Team Lead (Onsite & Helpdesk)

Job Description

Level 2 Technician / Team Lead

Location: Glendale, CA

Compensation: $65,000 to $74,000 salary (depending on experience)
+ up to $1,500 quarterly performance bonus

12-month formal review with defined growth discussion

The Role:

We are hiring a Level 2 Technician who will also serve as a Team Lead for our service desk

and field operations. This is not just an escalation role. This is a leadership track position.

You will handle advanced technical issues, support project work, step into field service

when needed, and play a direct role in developing our Level 1 technicians. Your

responsibility is not only solving problems, but strengthening the team that solves them.

This role is based primarily in our Glendale office.

Responsibilities:

Technical Leadership:

• Act as primary escalation point for L1 technicians
• Troubleshoot and resolve advanced infrastructure, server, networking, and Microsoft 365 issues
• Perform onsite field service work when required
• Participate in and lead project work and professional services engagements
• Ensure documentation standards are maintained and improved

Team Development:

• Identify technical skill gaps within the team
• Provide coaching, mentoring, and structured guidance to L1 technicians
• Recommend training paths and work with leadership on development plans
• Help improve troubleshooting consistency and technical confidence across the team
• Lead by example in communication, ownership, and professionalism

Operational Contribution:

• Assist in improving ticket flow, response consistency, and escalation quality
• Support proactive standards across environments
• Collaborate with leadership on improving service delivery processes

Required Technical Skills:

• 3–5+ years experience in an MSP or comparable IT environment
• Strong Windows Server experience
• Active Directory, Group Policy, DNS, DHCP
• Microsoft 365 administration including Exchange, SharePoint, Teams, Entra ID
• Networking fundamentals including TCP/IP, VLANs, firewalls, VPNs
• Backup and disaster recovery troubleshooting
• RMM and PSA experience (Autotask experience preferred)
• Strong documentation habits
• Clear written and verbal communication
• Valid driver’s license and comfort performing onsite client work

Travel:

Occasional travel to Texas is anticipated, typically twice per year for a few days at a time to

support team cohesion and standards alignment. Additional travel may be taken at your

discretion if you believe it benefits the team.

Compensation Structure:

Base salary: $65,000 to $74,000 salary (depending on experience)

Quarterly bonus: up to $1,500 per quarter

The quarterly bonus is tied to measurable progress in team development and service

improvement. Metrics will be established collaboratively.

The bonus is not solely dependent on raw team performance numbers. Intentional

leadership, initiative, and measurable effort toward improving the team are key factors.

Company-wide performance bonuses, if issued, are separate and in addition to this

structure.

A formal compensation and performance review will occur at 12 months.

Benefits:

• 401(k) retirement plan
• Medical benefits
• Eligibility for company-wide performance bonuses

Career Roadmap:

Years 0–2: L2 Technician / Team Lead

• Prove consistent technical excellence
• Demonstrate measurable improvement in team capability
• Lead projects and professional services initiatives
• Build leadership presence within the organization

Year 2+: Technical Management Track

• Transition into a broader technical management role
• Increased compensation and responsibility
• Greater involvement in standards, project oversight, and team structure

Approximately Year 5+: Senior Leadership Opportunity

• Expanded leadership responsibilities
• Strategic input into service delivery direction
• Significant compensation growth aligned with impact

We are a growing company. Leadership roles will continue to evolve, and this position is

designed for someone who wants to grow with the organization rather than remain purely

technical long term.

Pay: $65,000.00 - $74,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have at least 3–5+ years experience working in an MSP or comparable IT environment? If so, please give more details/information.
• Do you have experience in Networking fundamentals including TCP/IP, VLANs, firewalls, VPNs. - If so, how much?
• Do you have experience in RMM and PSA's? (Autotask experience preferred) If so, please list them below.
• Do you have a Valid driver’s license and are comfort performing onsite client work?

Education:

• Bachelor's (Required)

Experience:

• Microsoft Windows Server: 2 years (Required)
• Active Directory: 2 years (Required)

Location:

• Glendale, CA 91205 (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Glendale, CA 91205 (Required)

Work Location: In person