IT Support Engineer – MSP, Microsoft 365 & AI

Company: SDNT, Inc.

Location

San Diego, CA (Hybrid – Primarily Remote) Position: IT Support Engineer Schedule: Pacific Time business hours, beginning no later than 8:00 AM Compensation: Competitive hourly rate based on experience Engagement: Independent Contractor / Consultant

About SDNT

SDNT is an established IT consulting and managed services company specializing in supporting biotech and life sciences organizations throughout San Diego.

We provide comprehensive IT support, Microsoft 365 administration, cybersecurity, cloud services, endpoint management, and emerging technology solutions, including enterprise AI platforms such as Claude and ChatGPT.

Our clients range from early-stage biotech startups to established life sciences organizations. We pride ourselves on responsive, knowledgeable, and personalized technical support.

About the Position

We're looking for an experienced, dependable, hands-on IT Support Engineer to help manage our growing volume of client support requests.

This is primarily a technical support position. We're looking for someone who genuinely enjoys troubleshooting, helping users, solving problems, and taking ownership of support requests from beginning to end.

The ideal candidate has experience working in an MSP environment, is highly proficient with Microsoft 365 and related technologies, communicates exceptionally well, and is comfortable supporting multiple client environments.

You'll work closely with our consulting team, providing remote support throughout the business day, with occasional onsite visits to client offices and laboratories in San Diego County.

Candidates must currently reside in the San Diego metropolitan area and be reliably available to begin handling support requests no later than 8:00 AM Pacific Time.

This is not a management, director-level, or architecture-only position. We're looking for a skilled technical professional who enjoys hands-on support.

Key ResponsibilitiesClient

Support & Troubleshooting

• Respond promptly to incoming support requests and independently troubleshoot issues through resolution.
• Provide day-to-day technical assistance to employees and executives across multiple client organizations.
• Troubleshoot Windows and macOS computers, printers, peripherals, mobile devices, networking, and business applications.
• Diagnose and resolve issues involving Outlook, Teams, Zoom, OneDrive, SharePoint, and other productivity applications.
• Perform user onboarding and offboarding, workstation setup, device configuration, and software deployment.
• Manage support requests, prioritize competing needs, document resolutions, and communicate progress proactively.
• Provide occasional onsite support at client offices and laboratories throughout San Diego County.

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage Microsoft Entra ID accounts, groups, permissions, MFA, and Conditional Access policies.
• Support Microsoft Intune device enrollment, configuration, compliance, and application deployment.
• Troubleshoot identity, authentication, email delivery, licensing, and cloud application issues.
• Assist with Microsoft 365 tenant configuration, security improvements, and migrations.
• Support SaaS platforms and integrations across multiple client environments.

Cybersecurity & Endpoint Management

• Support endpoint security and device management tools, including SentinelOne.
• Assist with email security solutions such as Avanan.
• Support backup and recovery platforms, including Dropsuite.
• Troubleshoot security alerts, endpoint compliance issues, authentication problems, and user access requests.
• Follow established security procedures and maintain appropriate documentation.

AI & Emerging Technologies

• Assist clients with business AI tools, including Claude, ChatGPT, and Microsoft Copilot.
• Help users troubleshoot AI application access, account configuration, licensing, and basic integrations.
• Provide practical guidance and training on using AI tools effectively and securely.
• Support the rollout and adoption of AI productivity tools within client organizations.
• Maintain awareness of developments in AI technology and their practical business applications.

Onsite Client

Support

• Travel occasionally to client offices and laboratories throughout San Diego County.
• Perform hands-on workstation deployments, equipment replacements, peripheral configuration, and troubleshooting.
• Assist with office technology setups, networking equipment, and video conferencing systems.
• Coordinate onsite visits professionally and communicate clearly with client contacts.

Required Qualifications

• Strong, recent hands-on IT support experience, preferably within a managed services provider (MSP).
• Excellent working knowledge of Microsoft 365 and its core business applications.
• Practical experience administering Microsoft Entra ID, Exchange Online, MFA, Conditional Access, and Microsoft Intune.
• Strong troubleshooting skills across Windows, macOS, networking, and common business applications.
• Experience supporting multiple users and resolving technical problems remotely.
• Working knowledge of endpoint security, SaaS applications, and basic networking.
• Practical familiarity with AI tools such as ChatGPT, Claude, or Microsoft Copilot.
• Excellent written and verbal communication skills, including the ability to assist nontechnical users and executives.
• Strong organizational skills, attention to detail, and ability to manage multiple support requests independently.
• Demonstrated reliability, responsiveness, accountability, and commitment to resolving client issues.
• Must currently reside in the San Diego metropolitan area.
• Must have reliable transportation and be available for occasional onsite work throughout San Diego County.
• Must be consistently available beginning no later than 8:00 AM Pacific Time and throughout the business day.

Preferred Qualifications

• Previous MSP experience supporting multiple small and midsize businesses.
• Experience supporting biotech, pharmaceutical, healthcare, or other professional-services organizations.
• Familiarity with SentinelOne, Avanan, Dropsuite, Egnyte, Box, Zoom, and related business platforms.
• Experience with Microsoft 365 tenant deployments, migrations, and security configuration.
• Familiarity with AI administration, enterprise AI deployments, user training, and governance.
• Experience supporting company executives and leadership teams.
• Experience with remote monitoring, management, and IT service management platforms.

What We're Looking For

We're looking for someone who:

• Enjoys hands-on technical support and takes pride in solving problems.
• Is comfortable handling everything from routine Outlook issues to more complex Microsoft 365 and security troubleshooting.
• Communicates clearly, professionally, and patiently with users.
• Can work independently without constant supervision.
• Takes ownership of issues and follows through until they're resolved.
• Is dependable and consistently responsive throughout the workday.
• Understands the importance of excellent customer service in an MSP environment.
• Has a genuine interest in AI and helping clients adopt new technology.

This is not a position for someone looking to move away from hands-on support into management or strategy.

Location & Schedule

This is a primarily remote position serving clients throughout the San Diego area.

Candidates must already reside in the San Diego metropolitan area and be available for occasional onsite visits to client offices and laboratories.

The role requires consistent availability during Pacific Time business hours, starting no later than 8:00 AM PT, with timely responses to incoming support requests throughout the day.

This is not an after-hours, nights-and-weekends, or project-only consulting opportunity.

Compensation & Engagement

• Independent contractor / consulting arrangement.
• Competitive hourly compensation based on experience.
• Primarily remote work with occasional local onsite assignments.
• Opportunity for ongoing work supporting a diverse portfolio of biotech and life sciences clients.

How to Apply

Please submit your resume highlighting your hands-on IT support experience, Microsoft 365 administration skills, MSP background, and familiarity with business AI tools.

We're particularly interested in candidates who enjoy helping users, communicate well, and can provide dependable support during normal Pacific Time business hours.

Pay: $50.00 - $100.00 per hour

Expected hours: 25.0 – 40.0 per week

Benefits:

• Flexible schedule

Work Location: Hybrid remote in San Diego, CA 92130