In-House L2 Technician

In-House L2 Technician Ticket Management | MSA Client Onboarding | Network & Security | On-Site Projects In-House Position · Full-Time RYC Business IT is a leading IT Managed Services Provider dedicated to using innovation and compassion to provide quality IT solutions that help people improve the way they work and live. We strive to exceed expectations by delivering comprehensive, A-Z solutions that empower our clients to achieve their goals. We're looking for passionate, driven professionals who share our commitment to excellence, accountability, and continuous improvement. Position Summary We are looking for a skilled and driven In-House L2 Technician to join the RYC Business IT technical team. This is a hands-on, execution-focused role built for someone who knows IT inside and out, thrives on solving complex problems, and is excited to take real ownership of client projects from start to finish. You will be the person clients count on when it matters most — configuring the systems that run their business, deploying the tools that keep their teams productive, and showing up on-site to get the job done right. This is not a passive support role. You will be building, configuring, scoping, and leading. The right candidate brings a strong technical foundation, a genuine appetite for growth, and the kind of can-do attitude that turns a challenge into an opportunity. You don't need to know everything — but you need to want to, and you need to be ready to own your craft and keep pushing further every single day. Position Details Job Title: In-House L2 Technician Department: Technical Operations Employment Type: Full-Time, In-House Reports To: Technical Operations Lead / Management Location: On-Site / Field (Travel Required) Key Responsibilities Ticket Management System Configuration Serve as the in-house Halo PSA expert — configure, maintain, and optimize the platform to support internal operations and client workflows. Build out and manage ticket management systems for MSA customers on platforms such as ConnectWise and Zendesk, tailoring each environment to the client's business needs. Design and refine ticket workflows, automation rules, SLA policies, escalation paths, and reporting dashboards. Train internal team members and client stakeholders on system usage and best practices. Continuously evaluate and improve ticket management processes to keep the team running efficiently. MSA Client Onboarding & Software Deployment Lead end-to-end onboarding projects for new MSA clients, ensuring all organizational software is installed, configured, active, and functioning correctly from day one. Coordinate the mass deployment of software across client environments, including endpoint protection, productivity suites, remote monitoring and management (RMM) tools, and collaboration platforms. Develop and follow structured onboarding checklists to ensure nothing falls through the cracks and every client receives a consistent, high-quality setup experience. Act as the primary technical point of contact during the onboarding phase, communicating clearly with clients and internal teams throughout the process. Document all deployed configurations, credentials, and system architectures for ongoing support and reference. Website Management & Hosting Handle basic website management and hosting configurations for clients when needed, including DNS management, domain setup, SSL certificates, and hosting environment configurations. Ensure web-facing infrastructure is properly set up, secured, and connected to the client's broader IT environment. Coordinate with web development resources when deeper site-level changes are required, serving as the technical liaison. On-Site Project Implementation Travel to client sites to perform hands-on installation and configuration of network equipment, firewalls, and security systems. Work proficiently across a wide variety of hardware and software platforms, including but not limited to: Firewalls & UTM: Sophos, Fortinet, pfSense Networking: Cisco, Meraki, Ubiquiti, HP Aruba Backup & DR: Datto, Veeam, Acronis Endpoint & Security: Microsoft Defender, SentinelOne, Sophos Intercept X Virtualization & Cloud: Microsoft Azure, VMware, Hyper-V Ensure all on-site work is completed cleanly, documented thoroughly, and handed off to the client with clear instruction and support. Project Scoping & Technical Engineering Meet with clients on-site or remotely to assess their technical environment, understand their needs, and define the right solution. Translate business requirements into technically sound project scopes, including hardware and software specifications, timelines, and implementation plans. Produce clear scope-of-work documentation that the broader team can execute against, with no ambiguity. Serve as the technical authority during the scoping phase, asking the right questions and engineering the right solutions — not just the convenient ones. Low-Voltage Network Systems Support and execute projects involving access control and physical security systems, including card readers, door controllers, and credential management platforms. Install and configure IP surveillance systems, including camera placement, NVR/DVR setup, and remote viewing access. Ensure all low-voltage systems are properly integrated with the client's existing network infrastructure and documented for ongoing support. Required Qualifications Solid, well-rounded IT knowledge — you know who the players are, what the tools do, and how the pieces fit together across infrastructure, networking, security, and software. Hands-on experience with Halo PSA or comparable PSA/ticketing platforms (ConnectWise, Zendesk, Freshdesk, or similar). Demonstrated experience configuring and deploying network equipment and firewalls in real client environments. Experience leading or participating in technology onboarding projects for businesses. Comfort working across Windows and macOS environments, including Active Directory, Microsoft 365, and Entra ID. Ability to read a network diagram, document a network topology, and work with structured cabling or low-voltage infrastructure. Strong written and verbal communication skills — you can explain technical concepts clearly to non-technical people. Valid driver's license and reliable transportation — on-site travel is a core part of this role. Ability to work independently, stay organized across multiple active projects, and follow through without hand-holding. Nice to Have Certifications: CompTIA Network+, Security+, Microsoft (MS-900, AZ-900), Cisco (CCNA), Sophos Certified Engineer, or similar. Experience with RMM platforms such as NinjaRMM, Datto RMM, or ConnectWise Automate. Exposure to access control platforms such as Brivo, Genetec, Avigilon, or Lenel. Familiarity with CCTV and surveillance platforms such as Milestone, Hanwha, or Hikvision. Basic understanding of VoIP systems and telephony infrastructure (3CX, RingCentral, Microsoft Teams Voice). Experience with IT documentation tools such as IT Glue, Hudu, or similar. Background in an MSP environment managing multiple client accounts simultaneously. Exposure to scripting or automation (PowerShell, Bash, or Python) for system administration tasks. Cultural Fit — Who We're Looking For At RYC Business IT, culture is not a perk — it is the foundation of how we work. We hire for character as much as capability, and the right person for this role will not just understand our core values — they will live them every day. Here is what that looks like in practice: Quality You hold yourself to a high standard and take pride in delivering complete, A-Z solutions — not quick fixes. Whether you're configuring a firewall or scoping a full network project, you believe that doing it right the first time matters. You never settle for good enough when excellent is within reach. Compassion You understand that the clients you serve are real businesses with real pressures