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About the Role
Varsity is seeking a Client Engineer to manage complex technical issues in both remote and onsite client environments. This hybrid role, based in the Bay Area, involves senior-level remote support and direct client engagement, requiring strong technical skills and excellent interpersonal abilities to resolve issues and build client relationships.
Responsibilities
- Receive and resolve tickets escalated from Specialist I, taking full ownership from intake through root-cause resolution and client communication.
- Quickly assess escalated issues to determine resolution path (remote vs. onsite, prompt vs. longer-cycle) and communicate scope and timeline clearly.
- Travel to client sites across the Bay Area as needed to deploy technology, resolve issues requiring hands-on work, and maintain strong in-person client relationships.
- Calibrate communication and prioritization to the audience, whether supporting individual users, managers, or executives.
- Diagnose and resolve infrastructure-level issues including M365 tenant configuration, networking, endpoint management, and cross-system dependencies.
- Manage complex M365 administration tasks across Exchange, SharePoint, Teams, and Entra ID/AAD.
- Provide advanced macOS support including security, system settings, application deployment, MDM tools, Apple Business Manager, and integration with iOS and Apple Cloud.
- Troubleshoot DNS, DHCP, VPN, and firewall issues, coordinating with network vendors when necessary.
- Support end users and organizations working with generative AI platforms like Microsoft Copilot, Google Gemini, ChatGPT, and Claude, applying knowledge of prompt techniques and underlying technologies.
- Communicate directly with client contacts and end users on complex issues, setting expectations and maintaining trust.
- Work within PSA and RMM platforms to manage escalated work, maintain accurate records, and support reporting.
- Produce thorough, reusable documentation on complex resolutions, configurations, and recurring patterns.
- Maintain working knowledge of multiple client environments simultaneously and identify potential patterns across them.
Requirements
- 3 to 5 years of experience in IT support, with demonstrated experience resolving escalated or complex issues in a managed services environment.
- Based in the Bay area, with a valid driver's license and reliable personal transportation for client site visits.
- Strong hands-on M365 administration: Exchange, SharePoint, Teams, Entra ID/AAD, including policy, permissions, and tenant-level configuration.
- Advanced macOS support experience: security and system settings, application deployment, MDM tools, Apple Business Manager, iOS and Apple Cloud integration, and complex login and security issue resolution.
- Experience troubleshooting networking issues: DNS, DHCP, VPN, and firewall concepts beyond the basics.
- Solid working knowledge of generative AI platforms including Copilot, Gemini, ChatGPT, and Claude, with applied experience in prompt techniques and a clear understanding of the underlying technologies.
- Proficiency with RMM and PSA platforms; willingness to learn specific tooling quickly.
- Ability to quickly assess whether an issue requires remote or onsite resolution and whether it can be resolved promptly or requires a longer-cycle approach.
- Strong communication skills with demonstrated ability to adapt tone, detail level, and prioritization when supporting individual users, managers, and executives.
- Strong interpersonal skills; able to build rapport with clients quickly and maintain professional, trusted relationships.
- Comfortable representing the company in person at client sites; presents professionally and communicates with confidence in face-to-face settings.
- Methodical approach to ambiguous problems: diagnose before you fix, document as you go.
- Experience supporting multi-client MSP environments strongly preferred.
- Certifications such as CompTIA Network+, Security+, Microsoft 365 Administrator (MS-102), or equivalent are preferred.
Skills
- M365 Administration
- macOS Support
- Networking Troubleshooting (DNS, DHCP, VPN, Firewall)
- Generative AI Platform Support (Copilot, Gemini, ChatGPT, Claude)
- Prompt Techniques
- RMM Platforms
- PSA Platforms
- Client Communication
- Interpersonal Skills
- Problem Solving
- Documentation
Location
- Bay Area
Work Type
- Hybrid
- Remote
- Onsite
Experience Level
- Senior-level
- 3 to 5 years of experience in IT support
Salary/Compensations
- $75,000 to $90,000 per year
Benefits
- Competitive salary
- Comprehensive benefits package
- Flexible working conditions
- 100% Medical/Dental/Vision
- Benefits designed to support the health and wellness of employees and their families
About the Company
- Varsity is a technology services company operating as part of Treeline.
- Treeline is building a comprehensive software stack to transform traditional Managed Service Providers into a software-defined model powered by automation and AI.
- Our work is grounded in the belief that organizations deserve technology partners who combine deep expertise with a genuine commitment to the people they serve.
- We help clients in the nonprofit, education, and healthcare sectors make strategic technology decisions that create real impact in their communities.
- Developing and implementing great solutions requires both proven methodology and people who place a high value on delivering exceptional service.
- We are a small, highly effective team that values impactful execution, modern tooling, and minimal bureaucracy.
- Communication is open, collaboration is genuine, and the work is meaningful.
- We are an agile organization and we are always improving.
- We believe our people are what make us effective.
- Every individual is responsible for doing their part and supporting the team around them.
- We are committed to using technology to make a real difference for the organizations we serve.
Equal Opportunity
- We are an equal opportunity employer and welcome candidates from all backgrounds to apply.