What are the responsibilities and job description for the Tier 2 Support Desk Technician (MSP) Work from home West Coast based only position at Aris Search?
We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers. We place candidates on a permanent, full time basis (no contract or contract-to-hire positions).
Job DescriptionTier 2 Support Desk Technician (MSP)
QualificationsJob Title: Tier 2 Support Desk Technician (MSP)
Location: Remote (West Coast Only)
Overview
We’re looking for a true ticket crusher. Someone who doesn’t just respond to issues—you hunt them down, figure them out, and close them out clean. This is a fast-paced MSP environment supporting multiple clients, multiple systems, and a steady stream of real-world problems that don’t always have clean answers.
If you like bouncing between environments, figuring out why something broke, and being the person others go to when things get weird—you’ll fit here.
What You’ll Do
- Handle escalated support tickets across a variety of client environments
- Troubleshoot issues across Microsoft 365, Windows, networking, and end-user systems
- Own tickets from start to finish—no babysitting, no passing the buck
- Jump between clients and tech stacks without missing a beat
- Work closely with Tier 1 and Tier 3 to keep things moving and clients happy
- Document fixes and patterns so the same issue doesn’t slow the team down twice
- Spot recurring problems and think proactively, not just reactively
What You Bring
- MSP experience is required (you’ve supported multiple clients, not just one internal environment)
- Strong troubleshooting instincts—you don’t panic when things break
- Solid working knowledge of:
- Microsoft 365 (Exchange, Teams, SharePoint basics)
- Windows OS (desktop server fundamentals)
- Basic networking (DNS, DHCP, VPNs, firewalls)
- Experience working in a ticketing system (bonus if you’ve used ConnectWise or similar)
- Ability to prioritize and manage multiple tickets without getting buried
- Clear communication—both with clients and internally
What Matters Most
- You like solving problems more than just answering questions
- You take ownership—tickets don’t linger on your watch
- You’re comfortable in a high-volume environment and actually enjoy the pace
- You’ve been in the MSP world and understand the chaos (and the fun)
Requirements
- Must be based on the West Coast (Pacific Time Zone)
- Fully remote (work from home)
- Reliable internet and a professional home setup
Additional Information
All your information will be kept confidential according to EEO guidelines.