IT Support Engineer I/II – Managed Services

IT Support Engineer I/II – Managed Services Predominantly Work From Home | San Francisco Bay Area Strongly Preferred Irvine Consulting Services (ICS) is looking for an experienced IT Support Engineer to join our managed services team. This is an upper Level I / developing Level II position centered primarily on client-facing HelpDesk support. Important: MSP and HelpDesk Experience Required This is not an entry-level IT position. Candidates must have Previous MSP experience Hands-on HelpDesk/service desk experience Experience supporting multiple client environments, not solely an internal corporate IT environment If your experience is exclusively internal IT or non-MSP HelpDesk support, this position is not a fit. How We Work ICS does not have a central office. Our team works predominantly from home, supporting clients remotely and collaborating throughout the day through Microsoft Teams. Most support is delivered remotely, but onsite client support is required from time to time when an issue cannot be resolved remotely. For that reason, San Francisco Bay Area candidates will have a significant advantage. Successful ICS employees are self-starters. We're looking for someone who can start the workday on time, manage a full professional day independently, keep tickets and documentation current, communicate proactively, and follow work through without requiring continual supervision. Remote does not mean isolated. Our team communicates frequently through Teams chat and meetings, and technical collaboration is a normal part of the workday. However, if you need a traditional office, coworkers physically nearby, or regular in-person supervision to stay productive, this position probably isn't the right fit. What You'll Do Provide responsive, professional HelpDesk support across multiple client environments Troubleshoot endpoint, account, application, Microsoft 365, and connectivity issues Own routine tickets through resolution Keep clients informed of status and next steps Recognize when escalation is appropriate and make clean, well-documented handoffs Maintain accurate ticket notes and technical documentation Support common Microsoft business technologies and client environments Collaborate with other ICS engineers on more complex issues Assist with technical projects as your skills and responsibilities grow Travel to Bay Area client locations when hands-on support is required What We're Looking For MSP experience is mandatory HelpDesk/service desk experience is mandatory Strong troubleshooting and problem-solving skills Microsoft 365 and Windows support experience Familiarity with identity/account administration Working knowledge of networking fundamentals such as DNS, DHCP, VPN, Wi-Fi, and LAN troubleshooting Experience with PSA/ticketing and remote-management tools Strong written and verbal client communication Consistent documentation and follow-through Good judgment about when to troubleshoot independently and when to escalate Ability to manage multiple issues and priorities Strong self-management and personal accountability Willingness and ability to provide onsite support when necessary Experience with Microsoft Entra ID, Active Directory, Windows Server, endpoint security, and broader server/network troubleshooting is a plus. The Level We're Targeting We're looking for someone at the upper end of Level I who is capable of growing into Level II. You should be beyond simply following scripts and escalating anything unfamiliar. We want someone who can independently resolve normal HelpDesk issues, troubleshoot methodically, communicate confidently with clients, and increasingly take ownership of more complex technical work. This is not a senior engineering position. We're looking for a solid MSP technician ready to become a stronger one. What Success Looks Like Clients know promptly that their requests have been received and are being worked Tickets are owned and followed through rather than disappearing during handoffs Routine issues are resolved independently and efficiently Escalations arrive with useful troubleshooting and documentation already completed Clients receive clear, professional communication You're productive and dependable without being micromanaged You remain engaged with the team while working from home Senior engineers can rely on you to own day-to-day support responsibilities About ICS Irvine Consulting Services provides managed IT services, HelpDesk support, Microsoft cloud services, infrastructure, security, and technical project services to business clients. We're a hands-on team that values ownership, good judgment, client service, communication, and reliability. Before You Apply Please make sure your resume clearly identifies your MSP and HelpDesk/service desk experience. Bay Area candidates are strongly preferred because occasional onsite client work is a real responsibility of this position, not a hypothetical possibility. Pay: $80,000.00 - $105,000.00 per year Benefits 401(k) 401(k) matching Flexible spending account Health insurance Health savings account Paid time off Work Location: Hybrid remote in San Mateo, CA 94401