Onsite Support Technician II
4 days ago
Englewood
Job Description Onsite IT Support Technician (Level 2) Microsel of Colorado LLC d/b/a TrinWare Location: Centennial, CO Job Type: Full-Time | Onsite Job Details • Pay: $60,000 – $75,000 annually, based on experience and demonstrated capability, • Schedule: Monday–Friday About TrinWare Microsel of Colorado, LLC d/b/a TrinWare is not your average IT company. For over 20 years, we have delivered managed IT services, cybersecurity, and infrastructure solutions to businesses across Colorado and beyond. We operate a structured, process-driven service model designed to deliver consistent, predictable outcomes for our clients. Our team is expected to perform at a high level, communicate clearly, and execute with discipline. The Role We are looking for a Level 2 Onsite Technician who can operate independently, represent the company professionally, and execute consistently within our service model. This is not a sit-behind-a-desk role. This is a field position. You will be the face of TrinWare to our clients. That means how you communicate, how you present yourself, and how you execute matters just as much as your technical ability. Work Structure • Monday & Friday: Possibly In-office or road work, • Service desk tickets, • Project assistance, • Tuesday–Thursday: Field work, • Up to three onsite client visits per day, • Resolve end-user and infrastructure issues across multiple client environments, • Execute onsite service visits efficiently and professionally, • Manage and close tickets daily while maintaining quality standards, • Document all work clearly and completely in the ticketing system, • Communicate with clients in plain, professional language, • Follow established processes, escalation paths, and service standards, • Coordinate with the service desk and leadership when needed, • Ability to handle multiple tickets per day without loss of quality, • No idle time between scheduled work and ticket responsibilities, • Strong time management across multiple client locations, • Clear, complete documentation on every ticket, • Early communication when blocked, delayed, or behind schedule First 30 Days • Learn TrinWare processes, tools, and documentation standards, • Shadow onsite visits and begin handling tickets with oversight, • Demonstrate clear, professional communication with clients and internal team, • Accurately document all work in the ticketing system, • Begin operating independently on standard onsite visits and service tickets, • Manage daily workload across both field visits and ticket responsibilities, • Demonstrate consistent troubleshooting across user, device, and basic network issues, • Follow escalation paths correctly without prompting, • Fully manage assigned onsite schedule and service workload independently, • Deliver consistent, high-quality client interactions without supervision, • Resolve the majority of L2 issues without unnecessary escalation, • Maintain strong time management across multiple client environments, • Trusted to operate independently within client environments, • Consistently meets service expectations and documentation standards, • 3+ years in IT support, preferably in a Managed Services (MSP) environment, • Strong troubleshooting across Windows 10/11 and Windows Server environments, • Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing, • Experience working with business-grade firewalls (Fortinet, SonicWall, Cisco, or similar), • Ability to perform basic firewall tasks:, • Policy and rule updates, • VPN user troubleshooting, • Reviewing logs for connectivity issues, • Experience supporting endpoint protection platforms (EDR/XDR), • Familiarity with patching, system updates, and endpoint lifecycle management, • Experience working within an RMM and PSA platform, • Ability to manage, update, and close tickets with clear documentation, • Ability to troubleshoot across user, device, and network layers without defaulting to escalation, • Comfortable working independently in client environments, • Candidates should be comfortable connecting a laptop, identifying a network issue, and resolving it without relying on trial-and-error, • This role requires independent execution. Candidates who require step-by-step direction for routine issues will not be a fit, • Ability to pass a drug and/or alcohol screen and background check., • Clean-cut, professional appearance at all times, • Strong interpersonal and communication skills, • Ability to translate technical issues into clear, understandable language, • Positive attitude and strong client presence, • High attention to detail, • Reliable, punctual, and accountable, • Respect for chain of command and operational structure, • Strong interpersonal skills and business acumen., • Adherence to SLAs for ticket response and resolution., • Reduction in repeat incidents and alert fatigue., • System uptime and monitoring compliance across clients., • Patch and security compliance rates., • Team performance metrics and documentation accuracy., • On-site only — no remote or hybrid options., • Based at TrinWare’s Centennial, CO office with travel to client locations throughout the Colorado I-25 corridor, and beyond as may be required., • Medical, Dental, and Vision Insurance (company cost share), • 401(k) with company match, • Life Insurance and Short-/Long-Term Disability, • Paid Holidays, Vacation, and Sick Leave, • Employee discounts, referral, and assistance programs We operate within a defined service model. Following process is not optional. We also believe good ideas can come from anywhere. If you see a better way to do something, bring it to your supervisor. Improvements are evaluated and implemented through leadership to ensure consistency across the organization. Why TrinWare • Competitive compensation, • Health, dental, and vision benefits, • 401(k) with company match, • Professional, structured environment Growth – Optimism – Accountability – Leadership – Service We believe in a championship mentality — pushing for excellence, growth, and delivering service that clients remember. Final Note This role is for someone who takes pride in execution. If you are organized, professional, and capable of delivering consistent results across multiple environments, you will do well here. If you require constant direction or prefer unstructured environments, this is not the right fit.