We’re seeking an experienced Level 2 Project Technician to join our team and be embedded full-time at one of our key client sites in San Francisco. This is a hands-on, client-facing role that requires strong networking and audiovisual (AV) expertise, along with a solid foundation in end-user support and project execution.
The ideal candidate thrives in dynamic environments, takes pride in delivering excellent service, and can confidently work both independently and as part of a broader MSP support structure.
Things to note:
> Vacation time is subject to the client’s event calendar and major project schedules. Flexibility is essential to ensure proper coverage during high-demand periods.
> This role includes participation in general MSP support duties during client downtime, including monitoring alerts, performing proactive maintenance, and assisting with documentation and internal improvements.
> Hours: Full-time, standard business hours; some flexibility may be required during project rollouts.
> Location: 100% onsite at client’s office in San Francisco
Key Responsibilities
Technical Support & Ticket Management
> Provide Level 1 and 2 support for end-user hardware and software issues (Windows, macOS, mobile devices, printers, VoIP, etc.).
> Resolve escalated technical issues with professionalism and urgency.
> Accurately document work in the ticketing system and communicate updates with both internal MSP teams and client staff.
Project Implementation (Focus: Networking & AV)
> Lead or assist in network infrastructure projects (firewalls, switches, wireless, structured cabling).
> Configure and deploy AV systems such as conference room tech (Zoom Rooms, Crestron, Logitech, digital signage, etc.).
> Participate in office builds, moves, equipment refreshes, and system migrations.
> Coordinate with vendors and internal teams to ensure smooth, timely execution with minimal disruption.
Client Engagement & Reporting
> Serve as the onsite liaison between the MSP and the client’s internal teams.
> Provide recommendations on system improvements or risk mitigation.
> Deliver regular updates on project progress, support trends, and escalations.
Documentation & Knowledge Management
> Maintain accurate documentation of system configurations, changes, and issue resolutions.
> Ensure project tasks are properly recorded and handed off to appropriate teams post-implementation.
> Contribute to process improvement efforts and internal knowledge sharing.
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REQUIREMENTS
Technical Skills
>> 5+ years of IT support and project implementation experience, preferably in an MSP or fast-paced service environment.
>> Proven experience with network infrastructure (switches, routers, firewalls — Cisco, Meraki, or Ubiquiti preferred).
>> AV systems experience is required — familiarity with Zoom Rooms, Crestron, Logitech, or similar platforms.
>> Strong understanding of Windows/macOS environments, Microsoft 365, and RMM tools.
Professional Qualities
>> Excellent troubleshooting, communication, and customer service skills.
>> Self-motivated with a focus on follow-through and documentation.
>> Strong customer service and communication skills.
>> Able to work independently with minimal supervision while also collaborating with the wider MSP team.
>> Detail-oriented with a commitment to documentation and process.
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