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JOB DESCRIPTION

In-House L2 Technician

Ticket Management | MSA Client Onboarding | Network & Security | On-Site Projects

In-House Position · Full-Time

About RYC Business IT

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 — a misconfigured firewall or a failed onboarding affects someone's livelihood. You bring genuine care to your work, take the time to understand each client's situation, and approach every challenge from their perspective, not just a technician's lens.

Excellence You don't chase perfection — you chase growth. You own your mistakes, make corrections, and come back stronger. You are self-motivated to be better tomorrow than you were today, and you bring that energy to your teammates and clients alike. There is always more to learn in IT, and you embrace that.

Accountability You take full ownership of your work. Project hit a snag? You dig into why and bring a plan. You don't look for excuses — you find solutions. You hold yourself to a high standard because you know that the businesses counting on RYC Business IT deserve nothing less.

Can-Do Attitude & Flexibility No two days look the same in this role. You might be scoping a network upgrade in the morning and configuring an access control system in the afternoon. You thrive in that environment. You're adaptable, resourceful, and willing to roll up your sleeves and figure it out — because that's what this team does.

If these values don't just sound good to you — but actually describe how you already show up at work — we want to hear from you.

Why Join RYC Business IT?

We are more than just a company — we are a community of driven individuals committed to making a real difference in the way businesses work and live. At RYC Business IT, you won't be a cog in a corporate machine. You'll have real ownership over your projects, direct access to leadership, and the satisfaction of knowing that the work you do is genuinely moving the needle for real businesses.

Joining as an L2 Technician means joining a team that pushes each other to grow, invests in your development, and gives you the room to become an expert and build a career — not just fill a role. You'll work across a diverse client portfolio, sharpen your skills across every major area of IT, and operate as a trusted technical partner to businesses that count on us.

Our passion is simple: helping people improve the way they work and live. If you're ready to bring that mission to life through technology, we'd love to meet you.

How to Apply

To be considered, please submit the following:

• Your updated resume.
• A brief note (3–5 sentences) describing your hands-on experience with Halo PSA or a comparable ticketing platform.
• Examples or descriptions of network or infrastructure projects you have led or contributed to, including the technologies involved and the outcome.
• Any relevant certifications or training programs you have completed.

Only candidates who can demonstrate real, hands-on experience in IT infrastructure, ticketing systems, and client-facing project work will be considered.

RYC Business IT · rycbusinessit.com