Level 2 Technology Support Specialist

Alcala Consulting is a long-established IT support and cybersecurity firm serving clients across Southern California. We're seeking a reliable and personable Level 2 Technology Support Specialist who can confidently troubleshoot in Windows, macOS, and Linux environments, communicates effectively, follows established processes, and consistently delivers an excellent client experience.

This role is ideal for someone seeking a long-term career in MSP support—not for those looking to use it as a fast-track into DevOps, cloud engineering, or SOC work. We invest heavily in training and expect a stable, long-term fit.

What You'll Do Technical Responsibilities

• Troubleshoot and resolve Level 2 issues across Windows, macOS, and Linux
• Close 8 to 10 tickets per day
• Support Microsoft 365, Azure AD, and common SMB infrastructure
• Diagnose network issues (DHCP, DNS, VLANs, VPNs, Wi-Fi)
• Configure and deploy desktops, laptops, and small office hardware
• Assist with onboarding/offboarding
• Perform patching, updates, and maintenance following SOPs
• Escalate only when appropriate
• Travel to client locations as needed

Client Interaction

• Communicate clearly with technical and non-technical users
• Keep clients calmly informed during issue resolution
• Provide friendly, professional customer service at all times

Operational Discipline

• Document work thoroughly
• Stay within process—no shortcutting, no freelancing
• Maintain accurate records, inventory, and ticket notes
• Participate in an on-call rotation

Who Thrives In This Role The right person:

• Is personable and patient
• Completes tasks fully—no loose ends
• Stays organized and documents everything
• Balances speed with thoroughness
• Communicates consistently
• Enjoys troubleshooting across multiple OSes
• Wants a long-term role in MSP work
• Learns steadily but isn't chasing cloud/DevOps/SOC career pivots
• Keeps their cool under pressure
• Appreciates clear structure and predictable processes

Requirements These are must-haves.

• 3-5 years in a helpdesk, MSP, or technical support role
• Solid troubleshooting in Windows, macOS, and Linux (basic-to-intermediate Linux required)
• Confident with Microsoft 365 and Azure AD admin tasks
• Strong understanding of networking fundamentals (DNS, DHCP, IP addressing, Wi-Fi, VLANs, VPNs)
• Experience supporting remote workers
• Familiarity with printers, scanners, and peripherals
• Strong written and verbal communication skills
• Ability to lift up to 60 lbs and travel locally
• Valid driver's license and reliable transportation

Preferred (Not Required)

• CompTIA A+, Network+, or equivalent certifications
• M365 or Azure certifications
• Experience with RMM/PSA tools
• Basic scripting familiarity (PowerShell, Bash)
• Prior MSP experience

Who Should NOT Apply This role is NOT a fit if you:

• Are aiming for DevOps, cloud engineering, SOC/SIEM roles, or cybersecurity analyst positions
• Want deep engineering projects instead of user support
• Are uncomfortable documenting work or following SOPs
• Prefer to work alone without client interaction
• Want rapid title changes or constant novelty
• Get frustrated with non-technical clients
• Don't plan to stay at least 2-3 years
• Dislike occasionally traveling to client sites

Why Join Alcala Consulting

• Stable MSP with a 27-year track record
• Supportive, professional, no-drama team culture
• Real training and growth within the MSP path
• Exposure to diverse environments and technologies
• Clear expectations, clear structure, and a reliable workload
• A team that values professionalism and strong client relationships

If you're technically solid, personable, and want a long-term MSP career—not a stepping stone—we'd love to meet you.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance
• Retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and career growth
• A supportive and collaborative work environment