ModernIT

Own and resolve complex support incidents while leading technical efforts and partnering with AI architects to improve service delivery. | 6+ years technical support or managed services experience with Microsoft 365, networking, ConnectWise PSA, and interest in AI for service delivery. | About Modern IT Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today’s business needs require different, we’ve rewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion, not stand in the way. By thoughtfully putting services over servers, training and trust over technology, and heartbeats over hardware, we help harmonize people and processes and create IT ecosystems that foster calm, spur confidence, and energize people in the right direction: forward. Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. With a global clientele and a distributed team, we are positioned at the forefront of innovation and operational excellence. Why This Role Exists Client trust is built—or lost—every single day inside Modern IT’s Reactive Operations Center. This team sits at the heart of the client experience, owning critical moments that directly impact service quality and long-term relationships. Internally, we refer to this team as the ROC (Remote Operations Center), and this role as ROC L2. Externally, this role is best understood as a Senior MSP Systems Engineer. Internally. At Modern IT, we believe this work deserves senior-level talent. We are building a ROC led by engineers who combine technical depth, business awareness, strong communication, and a passion for improving the way service is delivered. The AI era requires a new kind of service engineer: someone who can troubleshoot deeply, think systematically, mentor others, and work with AI architects to turn real service patterns into automation, prediction, better documentation, and better client outcomes. Who Thrives in This Role This role is for the senior technical leader who has seen enough reactive IT to know there has to be a better way. You may be the person everyone already goes to when tickets get complicated, when clients need clarity, or when the team needs a calm technical leader to help move things forward. You enjoy solving technical problems, but you also care about the human experience behind the issue. You do not want to spend your career closing tickets just to hit a metric. You want to identify patterns, improve systems, mentor teammates, and help build a service model that is smarter, calmer, and more scalable. This role is also for the engineer who wants meaningful access to AI and the opportunity to build with it as part of real service delivery. You will work alongside AI architects and service leaders to identify where automation, ticket intelligence, knowledge retrieval, and predictive support can improve the experience for both clients and engineers. If you are energized by deep technical problem-solving, continuous learning, client trust, and the chance to help reinvent frontline IT for the AI era, this role was built for you. Success Factors Success in this role is measured by the ability to create a calmer, more reliable, and more scalable service experience for clients and engineers. Client Environments Become Quieter and More Stable: Client environments become more stable over time, with the ROC driving toward world-class benchmarks of fewer than 0.25 reactive hours per user per month and fewer than 0.25 tickets per user per month. Issues Are Resolved Quickly and Correctly : More than 80% of eligible reactive incidents are resolved the same day, without sacrificing quality, documentation, communication, or long-term fix discipline. Clients Feel Informed and Confident: Clients do not have to chase updates or wonder who owns their issue. Communication is proactive, clear, expectation-driven, and trust-building throughout the incident lifecycle. Knowledge Compounds Across the ROC: Meaningful resolutions improve documentation, knowledge base quality, and team repeatability, reducing dependency on tribal knowledge and helping the next engineer resolve similar issues faster. AI and Automation Create Real Service Leverage: AI and automation are used to identify patterns, improve documentation, reduce repeat issues, support faster resolution, and help the ROC prevent more problems before they become tickets. What You’ll Own Own reactive support incidents from intake through resolution, ensuring clear triage, prioritization, communication, documentation, and follow-through, both remotely and on-site. Provide technical leadership for complex issues across Microsoft 365, endpoints, networking, identity, access, and client environments, both remotely and on-site. Lead client communication during incidents by setting expectations, providing proactive updates, and maintaining confidence throughout the resolution process. Identify recurring issues, service patterns, and root causes that should become documentation, standards, automation, or permanent fixes. Create and improve knowledge base articles, ticket documentation, troubleshooting guides, and client-specific support notes. Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps. Support ROC team consistency by mentoring teammates, sharing knowledge, reinforcing process discipline, and helping reduce unnecessary escalations. Partner with leadership and AI architects to turn real service patterns into practical AI, automation, documentation, and prevention improvements. AI-Enabled Service Delivery This role is expected to actively use and help shape AI-enabled service delivery. That means using AI to improve ticket analysis, summarize technical work, strengthen documentation, identify recurring patterns, support knowledge retrieval, and surface opportunities for automation. The goal is not to replace great engineering judgment with AI. The goal is to give great engineers better tools, better insight, and more leverage. Must Have 6+ years of experience in technical support, managed services, or a similar client-facing IT environment. Proven ability to own complex incidents from intake through resolution in a fast-paced, high-volume service environment. Strong hands-on experience supporting Microsoft 365 environments, including Exchange, SharePoint, Teams, Entra ID, identity/access issues, endpoint troubleshooting, and tenant-level administration. Solid networking fundamentals, including TCP/IP, VLANs, routing, firewalls, wireless, VPNs, DNS, DHCP, and WAN/LAN troubleshooting. Hands-on experience working in ConnectWise PSA or a comparable PSA/RMM environment, with strong ticket hygiene, documentation, time entry, categorization, and workflow discipline. Ability to communicate clearly with clients during urgent or ambiguous incidents, including setting expectations, explaining impact, and maintaining confidence. Strong documentation discipline, including clear ticket notes, resolution details, knowledge base contributions, root cause findings, and repeat issue tracking. Demonstrated ability to identify recurring issues, improve processes, and contribute to standards, automation, or permanent fixes. Curiosity and practical interest in using AI, automation, and modern tools to improve service delivery, documentation, knowledge retrieval, and issue prevention. Preferred Certifications & Platform Experience Microsoft platform: Microsoft 365 Administrator Expert, Azure Administrator Associate, Endpoint Administrator Associate, Identity and Access Administrator Associate, Security Operations Analyst Associate. AI and automation: Azure AI Fundamentals, Power Platform Fundamentals, Microsoft Applied Skills related to Copilot, Power Automate, Azure AI, AI agents, or automation workflows. Networking: CCNA, Network+, UniFi/Ubiquiti Academy, Cisco Meraki, or equivalent networking training. Service operations: ConnectWise University, ConnectWise PSA certification, or equivalent hands-on ConnectWise service operations experience. What We Value in This Role Ownership: You take responsibility for outcomes, not just assigned tasks. Calm execution: You bring clarity, structure, and confidence to urgent or ambiguous situations. Technical curiosity: You enjoy learning, troubleshooting deeply, and understanding why problems happen. Communication: You know that great service requires clear expectations, not just technical answers. Continuous improvement: You look for patterns, reduce repeat issues, and leave the system better than you found it. People-first service: You care about the person and business impact behind every technical issue. Why Join Modern IT? Modern IT is building a new kind of MSP: one that combines human-centered service, platform discipline, operational maturity, and practical AI adoption. This is an opportunity to join a team that believes frontline IT should be done by strong technical talent, not treated as entry-level work. You will get real AI tools, real mentorship from senior engineers, and a clear growth path toward the Senior ROC Engineer role. If you want to solve real problems, deliver great client experiences, and grow your skills inside a modern service model, this role gives you that opportunity. Estimated Market Salary Range: $110,000 – $130,000 annually. This range reflects current market benchmarks and is provided for transparency. The final compensation package will be determined based on experience, skills, and internal compensation guidelines. Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance. Full-time employees are eligible for the following benefits: Health & Insurance Benefits Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options) Coverage effective Day 1 Modern IT contributes toward employee and dependent premiums Basic Life and AD&D insurance Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children) Long-Term Disability insurance (employer-sponsored; effective after 3 months) 60% of earnings up to $10,000/month Optional Dental and Vision insurance (effective Day 1 if elected) Health & Wellness Programs Medical Flexible Spending Account (FSA) Health Savings Account (HSA) for HDHP participants Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination) Employee Assistance Program (confidential counseling and resources) Additional Voluntary Benefits Critical Illness, Accident, and Disability coverage Perks at Work (discounts on travel, electronics, home goods, etc.) Adoption Assistance Program (up to $1,500 reimbursement) Commuter Benefits Program (pre-tax transit/parking) Time Off & Holidays 80 hours of PTO per anniversary year (for new full-time employees) 6 paid sick days per anniversary year 7 paid company holidays Up to 2 floating holidays per calendar year Retirement 401(k) plan with employer match Eligibility begins the first day of the month following 3 months of employment Ready to Build Something That Matters? If you are an engineer who takes ownership, communicates clearly, and wants to grow inside a modern, AI-enabled ROC, we would love to talk. This role is for someone who wants to build, improve, and create real impact, not just execute tickets. Equal Opportunity Employer: Modern IT is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law. www.modernit.com | 2100 Arrow Hwy | La Verne CA 91750 | +1 877 715 5265 | info@modernit.com

Lead deployment and configuration of network infrastructure and endpoint management, manage onsite subcontractors, and maintain technical documentation. | 7+ years IT deployment or systems integration experience with expertise in Microsoft Intune, Entra ID, networking platforms, strong communication skills, and regular travel within Southern California. | About Modern IT Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today’s business needs require different, we’ve rewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion, not stand in the way. By thoughtfully putting services over servers, training and trust over technology, and heartbeats over hardware, we help harmonize people and processes and create IT ecosystems that foster calm, spur confidence, and energize people in the right direction: forward. Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. With a global clientele and a distributed team, we are positioned at the forefront of innovation and operational excellence. Why This Role Exists The Professional Services Engineer is the face of Modern IT in the field. When a client is cutting over to new infrastructure, refreshing their devices, or standing up a new network environment, they are experiencing Modern IT in the most visible, tangible way. What happens in those moments - how cleanly the work is executed, how clearly expectations are set, how well the environment is documented and handed off - shapes what the client believes about us long after the project closes. At Modern IT, we believe this work demands more than technical execution. It demands someone who thinks about quality, client communication, and continuous improvement in equal measure. We are building a Professional Services team led by engineers who combine technical depth, deployment precision, field leadership, and a commitment to leaving every environment better than they found it. Through disciplined execution and healthy utilization, this role directly generates the non-recurring revenue that Professional Services is planned to deliver Who Thrives in This Role This role is for the senior Professional Services engineer who has seen enough sloppy deployments to know there is a better way. You may already be the person clients trust most onsite - the one who asks good questions before touching anything, who labels cables without being asked, who flags a scope issue before it becomes a project blowup. You enjoy the technical challenge of deployment work, but you also take pride in how the engagement feels from the client's side. You do not want to spend your career executing deployments that are forgotten by the next quarter. You want to build a track record of clean handoffs, satisfied clients, and projects that close on time and on budget. You care about documentation because you understand that what is not captured does not exist. You are also someone who wants to grow, and you recognize that the best Professional Services engineer today understand not just hardware and networking, but endpoint management, identity, device lifecycle, and how all of it ties back to the client's long-term environment health. If you are energized by field execution, client trust, technical ownership, and the opportunity to set a higher standard for how MSP project delivery looks and feels, this role was built for you. Success Factors Departmental Scorecards: Maintain a thorough understanding of all PS Team KPIs, including an understanding of the importance of each KPI and KPI target, including the following: Number of Open Projects Number of Projects Closed Number of Open Overbudget Projects Number of Open Onboarding Projects Billable Hours Backlog Nonbillable Hours Backlog CSAT Score Role Specific Scorecards: Maintain a thorough understanding of all Role Specific KPIs, including an understanding of the importance of each KPI and KPI target, including the following: 85% Billable Utilization 100% Effective Utilization Contributor Hours trending down Overbudget Projects trending downward What You’ll Own Professional Services Project Engagements: Provide remote and onsite client services Complete projects on schedule and on budget Adhere to established project processes, including: Successfully complete PE tasks in the project intake process Project planning and preparation Delivery of equipment for projects Equipment setup and configuration Execute timely maintenance windows for cutovers Provide afterhours project services as necessary Confirmation of technical alignment post project Manage scope creep and additional project service requests Completion of project technical documentation Maintain project status documentation Time entry and tracking in PSA Acquire vendor support as necessary Network Infrastructure Deploy and troubleshoot LAN/WAN infrastructure, including switches, routers, firewalls, and wireless access points. Perform network assessments and validate connectivity requirements before and after deployment. Coordinate with ISPs, third-party vendors, and client stakeholders to resolve connectivity issues without delay. Maintain accurate change records, including updated onsite photos of newly deployed equipment. Lead P1 incident coordination at client sites to ensure fast recovery and minimal downtime. Manage Onsite Subcontractors Perform onsite walkthroughs to validate that vendor work meets Modern IT standards. Flag deficiencies, drive remediation, and formally sign off on subcontractor deliverables before project handoff. Maintain complete subcontractor documentation, including labeling, photos, and as-built records. Documentation and Knowledge Update project documentation after every deployment with accurate as-built records, lessons learned, and outstanding items. Create and improve deployment runbooks, client-specific environment notes, and troubleshooting guides that compound value across the PS team. Maintain high-quality PSA data in ConnectWise, including time entries, task notes, scope changes, and project status. Meeting Rhythm Participate in the PS daily huddle, weekly department meeting, and scheduled 1:1s Attend New Project KT meetings with the Design Desk and vCIO for each assigned project Hold regular sync-ups with the PM to verify schedule and budget status; support or lead client project status meetings as needed Contribute subject matter expertise to the bi-weekly Standards Committee Solutions Design Validation Peer review proposals to validate solution designs before they are sold Provide solutions design assistance to the Design Desk as needed Must Have 7+ years of experience in IT deployment, project engineering, or systems integration roles, including time leading onsite engagements. Demonstrated hands-on experience with Microsoft Intune, including endpoint enrollment, policy configuration, and deployment troubleshooting. Hands-on experience with Ubiquiti UniFi and Cisco Meraki platforms. Strong networking fundamentals, including TCP/IP, VLANs, routing, switching, firewalls, wireless, DNS, DHCP, and WAN/LAN troubleshooting. Experience with Entra ID, Autopilot, and Microsoft 365 environments including hybrid identity configurations. Proven ability to communicate clearly with clients, stakeholders, and subcontractors of varying technical backgrounds, especially under pressure. Proven Track Record: Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction Ability to manage multiple concurrent tasks and remain composed in high-pressure, onsite environments. Willingness and ability to travel regularly to client sites in the Southern California region. Strong documentation discipline - time entries, project notes, as-built records, and change documentation completed accurately and on time. Microsoft platform: MD-102 (Endpoint Administrator), AZ-104 (Azure Administrator), MS-900, AZ-900, or equivalent hands-on experience. Networking: CompTIA Network+, CCNA, UniFi/Ubiquiti Academy, or Cisco Meraki certification. Preferred Certifications & Platform Experience Service operations: ConnectWise University, ConnectWise PSA certification, or equivalent hands-on PSA experience. MSP or Professional Services background with experience managing client-facing engagements in a managed services environment. Why Join Modern IT? Modern IT is building a new kind of MSP: one that combines human-centered service, platform discipline, operational maturity, and practical AI adoption. This is an opportunity to join a team that believes frontline IT should be done by strong technical talent, not treated as entry-level work. You will get real AI tools, real mentorship from senior engineers, and a clear growth path toward the Senior ROC Engineer role. If you want to solve real problems, deliver great client experiences, and grow your skills inside a modern service model, this role gives you that opportunity. Estimated Market Salary Range: $110,000 – $130,000 annually. This range reflects current market benchmarks and is provided for transparency. The final compensation package will be determined based on experience, skills, and internal compensation guidelines. Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance. Full-time employees are eligible for the following benefits: Health & Insurance Benefits Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options) Coverage effective Day 1 Modern IT contributes toward employee and dependent premiums Basic Life and AD&D insurance Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children) Long-Term Disability insurance (employer-sponsored; effective after 3 months) 60% of earnings up to $10,000/month Optional Dental and Vision insurance (effective Day 1 if elected) Health & Wellness Programs Medical Flexible Spending Account (FSA) Health Savings Account (HSA) for HDHP participants Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination) Employee Assistance Program (confidential counseling and resources) Additional Voluntary Benefits Critical Illness, Accident, and Disability coverage Perks at Work (discounts on travel, electronics, home goods, etc.) Adoption Assistance Program (up to $1,500 reimbursement) Commuter Benefits Program (pre-tax transit/parking) Time Off & Holidays 80 hours of PTO per anniversary year (for new full-time employees) 6 paid sick days per anniversary year 7 paid company holidays Up to 2 floating holidays per calendar year Retirement 401(k) plan with employer match Eligibility begins the first day of the month following 3 months of employment Ready to Build Something That Matters? If you are an engineer who takes ownership, communicates clearly, and wants to grow inside a modern, AI-enabled ROC, we would love to talk. This role is for someone who wants to build, improve, and create real impact, not just execute tickets. Equal Opportunity Employer: Modern IT is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law. www.modernit.com | 2100 Arrow Hwy | La Verne CA 91750 | +1 877 715 5265 | info@modernit.com

Manage mid-level and advanced reactive support tickets and perform on-site client visits while utilizing AI tools to improve service delivery. | 4-6 years MSP Level 2 support experience with Microsoft 365 and networking proficiency and valid driver's license for client site visits. | About Modern IT Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today’s business needs require different, we’ve rewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion, not stand in the way. By thoughtfully putting services over servers, training and trust over technology, and heartbeats over hardware, we help harmonize people and processes and create IT ecosystems that foster calm, spur confidence, and energize people in the right direction: forward. Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. With a global clientele and a distributed team, we are positioned at the forefront of innovation and operational excellence. Why This Role Exists Client trust is built—or lost—every single day inside Modern IT’s Reactive Operations Center. This team sits at the heart of the client experience, owning critical moments that directly impact service quality and long-term relationships. Internally, we refer to this team as the ROC (Remote Operations Center), and this role as ROC L2. Externally, the position is titled Systems Administrator Tier 2 (MSP), AI-Enabled Service Delivery. The ROC is where issues are triaged, expectations are managed, and problems get solved. The Systems Administrator Tier 2 (MSP), AI-Enabled Service Delivery is the engine of that work: the engineer who owns the majority of mid-level and advanced reactive tickets, keeps work moving with clear communication, and shows up on-site when a ticket or user request needs hands-on support. At Modern IT, we do not treat frontline service as entry-level work. We are building a ROC staffed by capable engineers who combine solid technical skills, strong communication, process discipline, and a genuine interest in using AI and automation to deliver a calmer, smarter service. Who Thrives in This Role This role is for the engineer who has solid hands-on experience, wants more ownership, and is ready to grow toward senior-level work. You enjoy working within a busy queue, but you do not just close tickets to hit a number. You communicate clearly, document well, and care about the person behind every issue. You know when to dig deeper, and you know when to escalate, because asking for help early is what keeps clients happy and tickets moving. You are comfortable going on-site when remote support is not enough. Whether it is a hands-on hardware issue, a network problem, or a user request that deserves an in-person touch where you represent Modern IT professionally in front of our clients. You are also curious about AI. You want to work somewhere that gives you real AI tools for ticket analysis, documentation, and knowledge retrieval, and you want to get better at using them every day. If you want to sharpen your technical depth, deliver great client experiences, and grow into a senior engineer inside a modern, AI-enabled service model, this role was built for you. Success Factors Success in this role is measured by the ability to efficiently resolve complex technical issues, maintain clear and proactive client communication, contribute to a healthy and well-managed ticket queue, and identify opportunities for continuous improvement. Issues Are Resolved Quickly and Correctly: You contribute directly to the ROC goal of resolving more than 80% of eligible reactive incidents the same day, without sacrificing quality, documentation, or communication. Escalation Happens Early and Effectively: When a ticket is stuck, you escalate to a Senior ROC Engineer or the Service Manager with clear context instead of letting it age. Effective escalation is a strength in this role, not a weakness. Clients Feel Informed and Confident: Clients have confidence that their issues are being actively managed through clear ownership, proactive updates, and consistent communication. Expectations are established early and reinforced throughout the incident lifecycle, whether support is delivered remotely or on-site. Tickets Move with Ownership and Clarity: Every ticket you own has a clear priority, next step, and path to resolution. Work does not stall, bounce unnecessarily, or disappear into the queue. On-Site Visits Build Client Trust: When tickets require an on-site touch, visits are timely, well-prepared, professional, and fully documented, leaving clients more confident in Modern IT than before. Documentation Gets Better with Every Ticket : Ticket notes, time entries, resolution details, and knowledge base contributions are complete and accurate, helping the next engineer resolve similar issues faster. What You’ll Own Own mid-level and advanced escalated reactive support tickets from intake through resolution, with clear triage, prioritization, communication, documentation, and follow-through. Provide advanced troubleshooting and support across Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, Intune, endpoint management, networking, firewalls, VPNs, identity and access management, and client line-of-business applications. Go on-site to client locations as required for tickets, including hardware, networking, and hands-on support that cannot be resolved remotely. Communicate with clients during incidents by clearly setting expectations, providing proactive updates, and maintaining confidence through resolution. Escalate effectively to Senior ROC Engineers or the Service Manager when tickets are stuck, with clear context on what has been tried and what is needed. Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps. Maintain and enhance knowledge base articles, troubleshooting guides, and client-specific documentation to improve support quality and operational efficiency. Identify and communicate recurring issues, trends, and automation opportunities to ROC leadership to support root cause analysis and long-term service improvements. Adhere to ROC processes, workflows, and operational standards, and actively participate in team meetings, huddles, and scheduled on-call responsibilities. AI-Enabled Service Delivery This role is expected to actively use AI as part of daily service delivery. That means using AI tools to improve ticket analysis, summarize technical work, strengthen documentation, and find answers faster through knowledge retrieval. You will also help make these tools better by giving real feedback to our AI architects and service leaders on what works, what does not, and where automation can remove repetitive work from the queue. The goal is not to replace great engineering judgment with AI. The goal is to give great engineers better tools, better insight, and more leverage. Must Have 4-6 years of experience in a Level 2 or higher technical support, escalation, or systems administration role within an MSP environment. Proven ability to own tickets from intake through resolution in a fast-paced, high-volume service environment. Hands-on experience supporting Microsoft 365 environments, including Exchange, SharePoint, Teams, Entra ID, identity and access issues, and endpoint troubleshooting. Strong networking skills, including hands-on troubleshooting across TCP/IP, DNS, DHCP, VPNs, wireless, switching, routing, firewalls, and advanced LAN/WAN connectivity issues. Hands-on experience in ConnectWise PSA or a comparable PSA/RMM environment, with strong ticket hygiene, documentation, time entry, and workflow discipline. Ability to communicate technical issues clearly with non-technical clients during urgent or ambiguous incidents, including setting expectations and explaining business impact in clear, non-technical terms. Proven ability to assess incident severity, business impact, and urgency to ensure issues are prioritized, communicated, and resolved appropriately. Ability to exercise escalation judgment, knowing when to continue troubleshooting independently and when to engage additional resources with clear, actionable context. Ability to travel to client sites in the greater Los Angeles area as required, with a valid driver’s license and reliable transportation. Curiosity and practical interest in using AI, automation, and modern tools to improve service delivery and documentation. Proven ability to lead the technical resolution of P1 incidents, including root cause identification Contribute to the resolution of P1 incidents, maintaining ownership of assigned workstreams and supporting root cause analysis led by senior engineers Preferred Certifications & Platform Experience Microsoft platform: Microsoft 365 Administrator Expert (MS-102) Endpoint Administrator Associate (MD-102) Azure Administrator Associate (AZ-104) Identity and Access Administrator (SC-300) AI and automation: Azure AI Fundamentals (AI-900) Microsoft Applied Skills related to Copilot and Power Automate Networking: CompTIA Network+ Cisco CCNA UniFi/Ubiquiti Academy Cisco Meraki Service operations: ConnectWise University, ConnectWise PSA certification, or equivalent hands-on ConnectWise service operations experience. ITIL 4 Foundation What We Value in This Role Ownership: You take responsibility for outcomes, not just assigned tasks. Calm execution: You bring clarity, structure, and confidence to urgent or ambiguous situations. Technical curiosity: You enjoy learning, troubleshooting deeply, and understanding why problems happen. Communication: You know that great service requires clear expectations, not just technical answers. Continuous improvement: You look for patterns, reduce repeat issues, and leave the system better than you found it. People-first service: You care about the person and business impact behind every technical issue. Why Join Modern IT? Modern IT is building a new kind of MSP: one that combines human-centered service, platform discipline, operational maturity, and practical AI adoption. This is an opportunity to join a team that believes frontline IT should be done by strong technical talent, not treated as entry-level work. You will get real AI tools, real mentorship from senior engineers, and a clear growth path toward the Senior ROC Engineer role. If you want to solve real problems, deliver great client experiences, and grow your skills inside a modern service model, this role gives you that opportunity. Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance. Full-time employees are eligible for the following benefits: Health & Insurance Benefits Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options) Coverage effective Day 1 Modern IT contributes toward employee and dependent premiums Basic Life and AD&D insurance Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children) Long-Term Disability insurance (employer-sponsored; effective after 3 months) 60% of earnings up to $10,000/month Optional Dental and Vision insurance (effective Day 1 if elected) Health & Wellness Programs Medical Flexible Spending Account (FSA) Health Savings Account (HSA) for HDHP participants Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination) Employee Assistance Program (confidential counseling and resources) Additional Voluntary Benefits Critical Illness, Accident, and Disability coverage Perks at Work (discounts on travel, electronics, home goods, etc.) Adoption Assistance Program (up to $1,500 reimbursement) Commuter Benefits Program (pre-tax transit/parking) Time Off & Holidays 80 hours of PTO per anniversary year (for new full-time employees) 6 paid sick days per anniversary year 7 paid company holidays Up to 2 floating holidays per calendar year Retirement 401(k) plan with employer match Eligibility begins the first day of the month following 3 months of employment Ready to Build Something That Matters? If you are an engineer who takes ownership, communicates clearly, and wants to grow inside a modern, AI-enabled ROC, we would love to talk. This role is for someone who wants to build, improve, and create real impact, not just execute tickets. Equal Opportunity Employer: Modern IT is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law. www.modernit.com | 2100 Arrow Hwy | La Verne CA 91750 | +1 877 715 5265 | info@modernit.com