About Datastream IT

Datastream IT is a Managed Service Provider serving small and mid-sized businesses with IT support, infrastructure management, cybersecurity, cloud services, and technology consulting.

We are a performance-driven organization that runs on EOS (Entrepreneurial Operating System), which means we value clear expectations, accountability, measurable goals, documented processes, and continuous improvement. Our team knows what success looks like, how performance is measured, and how each role contributes to the company’s growth.

Core Values

Our core values guide how we work with clients, teammates, vendors, and partners:

• Caring: We care about our clients, teammates, and the quality of our work, and we demonstrate it through respect, responsiveness, and follow-through.

• Can Do Attitude: We take ownership, look for solutions, and move work forward.

• Forward Thinking: We continuously improve systems, processes, and client outcomes.

• Team Player: We communicate openly, support one another, and work together to succeed.

Successful team members live these values, take pride in their work, embrace accountability, and genuinely enjoy helping others succeed.

We believe meaningful work, professional growth, fair compensation, and a healthy life outside of work can coexist. Those principles shape how we hire, lead, and grow as a team.

Company: Datastream IT, a Managed Service Provider based in Los Angeles
Location: Remote (PST Working Hours Required)
Schedule: Monday through Friday, 8:00 AM to 5:00 PM PST
Employment Type: Full-time Contractor

The Opportunity

Datastream IT is seeking an L2 Service Engineer to provide advanced technical support for client users and environments while serving as a key escalation resource for the Help Desk team.

In this role, you will troubleshoot complex technical issues, support service delivery objectives, improve client environments, and contribute to the technical development of less experienced Engineers. You will work closely with clients, Engineers, Service Coordinators, vendors, and leadership to resolve issues efficiently, maintain service quality, and support continuous improvement across the service team.

This role is well suited for someone who is dependable, technically strong, and committed to continuous learning, and who enjoys solving complex problems, taking ownership of challenging issues, mentoring others, and expanding their technical expertise within an MSP environment.

How We Measure Success

• Resolves technical issues efficiently while maintaining high service quality, client satisfaction, and adherence to service standards.

• Serves as a trusted escalation resource through effective troubleshooting, knowledge sharing, and support of less experienced Engineers.

• Demonstrates ongoing technical growth while contributing to continuous improvement, operational efficiency, and alignment with Datastream IT’s Core Values.

What You’ll Do

Technical Support

• Provide intermediate technical support to client users and environments through phone, email, and remote support tools.

• Troubleshoot, diagnose, and resolve intermediate technical issues involving Microsoft 365, Windows and Mac workstations, Active Directory, Entra ID, Intune, networking, VPNs, servers, virtualization platforms, printers, business applications, and other technologies commonly supported within an MSP environment.

• Take ownership of assigned issues through resolution or proper escalation while maintaining clear communication, documentation, and follow-through.

• Participate in technical projects, maintenance activities, system improvements, and other operational initiatives as assigned.

• Serve as an escalation resource for L1 Service Engineers by providing troubleshooting assistance, knowledge sharing, technical guidance, and issue resolution support.

• Escalate issues appropriately when additional expertise, vendor support, resources, or authorization are required.

Client Service & Documentation

• Maintain professional communication with clients, team members, vendors, and leadership while managing priorities and client expectations.

• Maintain accurate ticket notes, time entries, status updates, next steps, and technical documentation while following established processes and service standards.

• Support SLA performance by responding to, updating, and progressing assigned tickets in a timely manner.

• Contribute to the development and maintenance of technical documentation, knowledge base resources, and standard operating procedures.

Professional Development

• Demonstrate ongoing technical growth through training, coaching, certifications, and increased responsibilities.

• Provide guidance, knowledge sharing, onboarding support, and technical development assistance to less experienced Engineers when appropriate.

• Maintain reliable attendance, productivity, and adherence to performance expectations.

What We’re Looking For

Experience

• 4+ years of IT support, systems administration, and technical troubleshooting experience; experience within an MSP supporting multiple client environments is preferred.

• Prior experience handling escalated technical issues and supporting the development of less experienced Engineers is preferred.

Technical Skills

• Strong troubleshooting and administration skills involving Microsoft 365, Active Directory, Entra ID, Intune, Windows and Mac workstations, networking, firewalls, VPNs, servers, virtualization platforms, printers, business applications, identity management, endpoint management, cybersecurity fundamentals, business continuity, disaster recovery, and other technologies commonly supported within an MSP environment.

• Ability to troubleshoot and resolve technical issues, identify root causes, develop effective solutions, and appropriately escalate highly complex issues when necessary.

Professional Skills

• Strong documentation habits, attention to detail, and commitment to maintaining accurate ticket notes, time entries, status updates, and technical documentation.

• Ability to manage workload effectively, prioritize competing demands, and exercise sound judgment regarding troubleshooting, escalation, client communication, and handling sensitive information.

• Excellent communication and customer service skills, with the ability to communicate professionally with technical and non-technical users, including end users, managers, business owners, and executive leadership.

• Ability to work independently while contributing positively to team collaboration, knowledge sharing, and the development of junior team members.

Tools & Platforms

• Experience using PSA and ticketing systems such as ConnectWise Manage, HaloPSA, Autotask, or similar platforms.

• Experience using RMM platforms such as NinjaOne, Datto RMM, ConnectWise Automate, Kaseya, or similar tools.

• Experience using technical documentation platforms such as IT Glue, Hudu, or similar systems.

• Experience working with Microsoft 365 administration tools, identity and endpoint management platforms, security tools, backup solutions, and infrastructure management technologies commonly supported within an MSP environment.

Certifications

• Microsoft, CompTIA, cybersecurity, cloud, networking, virtualization, or other relevant industry certifications are preferred.

Work Environment

Requirements include:

• A quiet, professional workspace with reliable high-speed internet, a backup plan for internet or power outages, and an environment suitable for client communication, team collaboration, and video meetings.

• Availability to work during standard business hours (8:00 AM to 5:00 PM PST).

• Flexibility to occasionally work outside normal business hours in response to emergency issues, planned maintenance, client-impacting incidents, or operational needs.

Security & Confidentiality

This role may involve access to client systems, sensitive information, and administrative tools. Team members are expected to follow security policies, protect confidential information, and exercise sound judgment when handling client data and access.

Benefits

Benefits may include paid time off, certification reimbursement, professional development opportunities, and company-provided tools or equipment, where applicable.

Equal Opportunity Statement

Datastream IT is an equal opportunity employer. We are committed to creating an inclusive workplace and consider all qualified candidates based on their skills, experience, qualifications, alignment with our Core Values, and overall fit for the role.