Strategic Technology Solutions (STS), a Managed Services Provider (MSP) based in Los Angeles specializing in legal, business services, financial, and insurance industries, is hiring a Service Desk Engineer (SDE) for their Managed Services Division. This Tier 2 role is focused on providing high-quality technical expertise and achieving superior client satisfaction.

This is a Full-time, Fully Remote (US) position. The compensation range is $45,000.00 – $55,000.00 per year, and the candidate must be able to work the shift 9 am – 6 pm PST.

Role Summary and Service Delivery Mandate

The SDE is a Tier 2 technical team member dedicated to achieving high client satisfaction (95% CSAT target) and maximizing ticket efficiency. The role requires advanced troubleshooting skills across networking, virtual infrastructure, and Microsoft environments, delivered with a high level of professionalism.

Key Duties and Performance Indicators:

• Tier 2 Support: Act as the Tier 2 resource for the department’s reactive tickets queue, troubleshooting, and resolving complex issues remotely or on-site (if applicable).
• Client Management: Perform client resource onboarding and offboarding requests.
• SLA & Documentation: Maintain detailed notes on tickets and meet ticket SLA requirements. Create, update, and maintain Client Documentation in the Documentation Management System.
• Tool Utilization: Utilize the Remote Monitoring and Management (RMM) solution to aid in service delivery and engage with outside vendors as necessary.
• Key Performance Indicators (KPIs): Individual performance is measured by metrics including CSAT (target 95%), Resolution Time, Escalations, SLA Breach, Kill Rate, Ticket Bleed, and Utilization Rate.
• On-Call: Participate in the On-Call rotation as a technical resource.

Requirements and Technical Expertise

The ideal candidate has proven experience within an MSP environment and deep, hands-on knowledge of network infrastructure, virtualization, and the Microsoft cloud stack.

• Experience (Mandatory):
  • Minimum 4+ years of experience within relevant IT fields.
  • Experience working for a Managed Service Provider (MSP) or IT Service Provider.
  • Experience in a service-focused department with client satisfaction as the core goal.
• Network Infrastructure:
  • Experience in configuring and managing network Infrastructure, including firewalls, switches, wireless access points, and VPN technologies.
• Enterprise/Virtualization:
  • Experience in configuring and supporting Enterprise Infrastructure, including Hyper-V or VMware (ESX/vCenter), Virtual Desktops, physical servers, and storage appliances.
• Microsoft Stack:
  • Experience in configuration and support of major Microsoft technologies, including Entra ID, Intune, Office 365, Azure, SharePoint, and Teams, and on-premises operating systems.
  • Has active (or ability to attain) Microsoft certifications (Cloud & AI Platforms, AI Business Solutions, or Security).
• MSP Tools Familiarity: Familiarity with common MSP tools like Autotask PSA, Datto RMM and BCDR, BrightGauge, and Hudu.
• Security & Compliance: Familiarity with security technologies, risk management, and industry frameworks or standards such as CIS, NIST, and SOC2 or similar.
• Legal Tech (Plus): Experience using Legal Technology, such as iManage and NetDocument,s is a plus.