Sr Tier I / Entry-Level Tier 2 Support Technician (MSP REQUIRED)

Job Title: Sr. Tier 1 / Entry-Level Tier 2 Support Technician (MSP REQUIRED)

Location: Denver Metro Area (On-Site | MUST reside locally)

Job Type: Full-Time

Salary: $62,000 – $72,000 base + high-performance bonus structure

***NOTE: Top performers in this role typically earn 70k-80k+ with bonus.***

WE REVIEW APPLICATIONS QUICKLY. CANDIDATES WITHOUT MSP EXPERIENCE OR WHO DO NOT COMPLETE SCREENING QUESTIONS WILL NOT BE CONSIDERED.

ABOUT PCG SYSTEMS

PCG Systems is a high-performance Managed IT Services and Cybersecurity firm supporting growing businesses across the Denver Metro area. We deliver white-glove, fast-response IT support backed by strong processes, security-first thinking, and a team-first culture.

We are not a break/fix shop. We operate in a structured, process-driven MSP environment where speed, accountability, and client experience matter .

IMPORTANT – WHO SHOULD APPLY (READ THIS FIRST)

This is NOT an entry-level role.

We are specifically hiring technicians who:

• Have REAL MSP experience (minimum 18+ months REQUIRED)
• Have worked in a ticket-driven, multi-client environment
• Can own tickets independently and escalate intelligently
• Are already performing at a high Tier 1 or emerging Tier 2 level

If your experience is internal IT only, help desk at a single company, or basic desktop support , this role will not be a fit .

ROLE OVERVIEW

You will serve as a front-line technical owner , not just a ticket taker.

This role bridges Tier 1 and Tier 2—meaning you are expected to:

• Resolve the majority of issues independently
• Understand when and how to escalate
• Deliver a high-end client experience under pressure

At PCG, Tier 1 is not “basic support”—it is a critical client-facing role responsible for speed, accuracy, and trust.

KEY RESPONSIBILITIES

• Act as the primary point of contact for client support requests (phone, email, ticketing system)
• Own tickets from intake → troubleshooting → resolution → documentation
• Troubleshoot Windows / macOS environments
• Troubleshoot Microsoft 365 (Exchange, Teams, OneDrive)
• Troubleshoot Active Directory / Entra ID
• Troubleshoot Printers, endpoints, and peripherals
• Perform basic to intermediate network troubleshooting (Wi-Fi, VPN, DNS, DHCP)
• Support user onboarding/offboarding and device deployments
• Maintain clean, detailed documentation in PSA tools
• Prioritize and manage tickets based on impact and urgency
• Escalate issues properly with complete technical context
• Deliver a high-touch, professional client experience at all times

REQUIRED EXPERIENCE (NON-NEGOTIABLE)

• 18+ months working at a Managed IT Services Provider (MSP)
• Experience supporting multiple clients simultaneously
• Strong experience with Microsoft 365 administration, Active Directory / user management, & Endpoint troubleshooting
• Experience with PSA tools (HaloPSA, ConnectWise, etc.) & RMM tools (NinjaOne, Datto, etc.)
• Ability to Prioritize and manage multiple active tickets, Communicate clearly with both technical and non-technical users, & Work efficiently in a fast-paced MSP environment

WHAT SEPARATES TOP CANDIDATES

• Already functioning at a high-output Tier 1 or light Tier 2 level
• Strong ownership mentality (doesn’t wait to be told what to do)
• Clean, structured troubleshooting approach
• Ability to handle pressure without losing professionalism
• Experience with security tools, conditional access, or endpoint protection

PREFERRED (Nice to Have)

• CompTIA A+, Network+, or similar
• Experience with Intune / MDM, Azure / Entra ID, & Security tools (EDR, email security, etc.)

BENEFITS

• Competitive salary + lucrative performance-based bonuses
• Health, dental, vision
• 401(k) with match
• Unlimited Paid time off
• Clear path to Tier 2 and beyond
• High-performance, no-politics team environment

HOW TO APPLY

Submit your resume along with a brief note outlining:

1. Your MSP experience (clients supported, tools used)
2. The most complex issue you’ve personally resolved

FINAL NOTE

We are building a tight, high-performing team —not a volume-based help desk.

If you want to grow quickly, be challenged daily, and work with a team that expects excellence, this is the role