What are the responsibilities and job description for the Sr Tier I / Entry-Level Tier 2 Support Technician (MSP REQUIRED) position at PCG Systems?
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:
- Your MSP experience (clients supported, tools used)
- 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
Salary : $62,000 - $72,000