Packet6 | Hybrid (remote-first with regular onsite visits) | San Francisco Bay Area | $30-$38/hr
This is a hybrid role. You’ll work primarily from home and handle most support requests remotely, and you’ll be onsite at client sites across the Bay Area on a recurring basis, typically a few days a week. Some of that onsite work is planned in advance. Some of it is same-day, because a client needs hands on a problem now. Comfort with both deep-focus solo work and showing up in person, calmly, when it counts is essential.
You’ll be the day-to-day IT presence for one of our clients, a family office with multiple sites across the Bay Area. You’ll handle user support, device setup, network troubleshooting, and routine system maintenance under the direction of the Technical Operations Manager.
About the Role
Packet6 is looking for a dependable, people-focused IT Technician to be the dedicated resource for this client. You’ll report to the Technical Operations Manager and work closely with the Packet6 engineering team.
Most of your day is spent responding to user requests, setting up devices, working in cloud and MDM platforms, and resolving day-to-day IT issues remotely. The rest is onsite: site visits, network work, hardware, and being the face people see when something breaks.
This is a strong role for someone building their IT career who wants broad, hands-on exposure in a dynamic, multi-site environment, and who is genuinely eager to grow into deeper technical work. Our engineers like to teach, and there’s real networking, security, and infrastructure work here to grow into. This is not a role where you close a ticket and hand off anything hard. You’ll own more than you might expect.
What This Role Really Asks of You
We lead with hospitality, not just technology. For this client, that’s the actual job, so we want to be honest about what it takes:
- You’re the face of Packet6 for a client who expects white-glove service. That means staying calm, warm, and reliable even when something’s broken, someone’s frustrated, and the answer isn’t obvious yet.
- You’ll set expectations directly with client contacts, give realistic timelines, and own the outcome, not just the ticket.
- This work has pressure. Things break at inconvenient times and people look to you. We need someone who stays steady, communicates clearly, and treats the hard moment as the one that matters most.
- You’ll work independently a lot. Nobody’s hovering. That freedom is great if you’re self-directed, and hard if you need constant structure. Know which one you are.
If that sounds like the kind of work you’d be proud to do well, keep reading.
Day-to-Day Responsibilities
- Serve as the first point of contact for IT support requests from client staff across all sites
- Triage and resolve help desk tickets in Jira: account issues, application problems, email and calendar support, and hardware incidents
- Set up, configure, and deploy workstations, laptops, iPads, iPhones, and other end-user devices
- Perform device enrollment and profile management using our MDM platforms (Kandji/Iru and NinjaOne)
- Manage user accounts, passwords, and access permissions in Google Workspace and Okta
- Support users across Google Workspace (Gmail, Drive, Calendar, Shared Drives)
- Troubleshoot Wi-Fi and network connectivity issues at client sites, and grow into hands-on network work over time (see below)
- Perform basic hardware maintenance, repairs, and replacements (laptops, monitors, printers, peripherals)
- Travel between client sites in the Bay Area to provide onsite support as needed
- Coordinate with outside vendors (cabling, electrical, ISPs) on scheduled work and issue resolution
- Maintain accurate records of support activity in Jira and flag recurring issues to the Technical Operations Manager
- Assist with IT asset tracking: recording new devices, labeling hardware, and supporting inventory audits
- Follow documented change control procedures when making configuration changes to user accounts, devices, or network gear
The Networking Part
The job description for a role like this usually says “escalate anything network.” Ours doesn’t, and we want you to know that going in.
You’ll grow into real hands-on network work: configuring switch ports, working through network change tickets, aligning and validating site connectivity, standing up SSIDs for IoT and guest use, and validating Wi-Fi performance at sites. You won’t be expected to do this on day one, and you’ll never be thrown in alone. But over your first few months, the expectation is that you take ownership of most of the network layer at these sites.
The escalation line sits higher than you might expect. You escalate the genuinely complex work (firewall rule changes, VPN tunnels, Panorama changes) to the engineering team, with a clear written summary of what you tried. Everything short of that, you’ll learn to own. If growing into network engineering excites you, this role is built for it.
Project & Team Support
- Assist the engineering team during IT project rollouts (deploying agents to devices, testing configurations, documenting results)
- Execute device enrollment tasks as part of MDM migrations or new site onboarding
- Participate in change management by carrying out assigned tasks within planned maintenance windows
- Support the team with physical IT work at sites: cable management, equipment racking, hardware staging, and site surveys (photos, walkthroughs, documenting network closets)
Tools You Will Use
- Ticketing & Documentation: Jira, Confluence
- MDM & Endpoint Management: Iru, NinjaOne
- Identity & Access: Google Workspace Admin, Okta
- Security: Endpoint protection (CrowdStrike)
- Networking: HPE Mist, Meraki, UniFi
- Monitoring: Zabbix (you’ll grow into this)
- Collaboration: Slack, Google Meet, Zoom
Required Qualifications
- 1 to 3 years of IT support or help desk experience
- Comfortable supporting both macOS and Windows environments
- Experience managing user accounts in Google Workspace
- Ability to set up and troubleshoot Apple devices
- Reliable vehicle and valid driver’s license for travel between Bay Area sites
- Strong communication skills. You’ll be the face of IT for this client’s staff
- Patient, calm under pressure, and able to explain technical issues to non-technical people without making them feel small
- Self-directed. Comfortable managing your own day across remote and onsite work
- Ability to lift up to 25 lbs and perform physical setup tasks
Preferred Qualifications
- Experience with an MDM platform such as Iru
- Familiarity with Jira for ticket management
- Working understanding of networking concepts (Wi-Fi, DNS, DHCP, VLANs, switch configuration)
- Experience working in a managed services provider (MSP) environment
- Experience using Okta or another identity provider
- Any exposure to serving high-touch or executive-level clients
What Success Looks Like
In your first 90 days, you know the client’s sites, staff, and systems well enough to resolve most tickets independently. Client employees trust you as their go-to IT person and start reaching out to you directly. Tickets are closed before target SLA, devices are properly enrolled, your documentation actually helps the broader team, and you’ve started taking on network work that used to get escalated.
We’ll set clear, measurable milestones with you from day one, and we’ll review them together.
Working at Packet6
We’re a small, tight-knit team and we like it that way. No corporate fluff, no endless approval chains. Just a group of people who genuinely love technology and take pride in doing the work right.
Our team is distributed, so we stay connected through clear communication and a whole lot of trust. You won’t have someone breathing down your neck, but you will have a crew that’s got your back when things get weird (and in IT, things get weird).
As the face of Packet6 for this client, you’ll have real ownership and real responsibility. Bring your personality, bring your curiosity, and bring your drive. We’re building something here, and we want people who are excited to be part of it.
The engineers on our team genuinely enjoy sharing what they know. If you’re curious about networking, security, or infrastructure, there’s plenty to learn and people who are happy to bring you along.
If you think IT is just closing tickets, this probably isn’t the right fit. But if you light up when you solve a tricky problem, you actually enjoy helping people, and you want to grow alongside a team that’s passionate about what they do, let’s talk.
Work hard, be kind. Have fun doing it.
