IT Support Technician – Tier 2 / Primary Resolver

Location: San Francisco / North Bay, CA

Employment Type: Full-Time

Logistics: Hybrid – Regular onsite client support throughout San Francisco and the Bay Area, with occasional travel, evening/weekend work, and scheduled NOC/on-call rotations.

Compensation: Competitive salary based on experience and qualifications; specific range not provided.

Benefits

Medical, dental, and vision insurance; 401(k) with company match; performance-based bonuses; paid time off and holidays; certification reimbursement; professional development; and flexible work arrangements.

2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment required.

About the Role

We are seeking an experienced IT Support Technician – Tier 2 / Primary Resolver to provide advanced technical support, resolve escalated issues, and support network infrastructure across multiple client environments.

This role combines hands-on troubleshooting, systems administration, network deployments, security support, and client-facing service delivery. The ideal candidate is a strong problem-solver who can independently manage complex technical issues while maintaining excellent communication and documentation.

Role Responsibilities

• Own and resolve Tier 2 technical issues involving endpoints, SaaS applications, identity management, networking, and security.
• Administer and troubleshoot Microsoft 365, Google Workspace, JumpCloud, and endpoint management platforms.
• Deploy, configure, and troubleshoot LAN/WLAN infrastructure, including switches, firewalls, and wireless access points.
• Perform wireless site surveys, access point placement, RF tuning, and post-deployment validation.
• Troubleshoot DNS, DHCP, VPNs, VLANs, routing, and network connectivity issues.
• Monitor network alerts using PRTG, Auvik, or similar tools and support NOC operations.
• Investigate endpoint security alerts and assist with incident response using EDR and monitoring platforms.
• Support SSO/SAML, SCIM provisioning, MFA, MDM, and device enrollment workflows.
• Manage tickets, document troubleshooting, and maintain client configurations using HaloPSA and Hudu.
• Create technical documentation, SOPs, network diagrams, and troubleshooting guides.
• Mentor Tier 1 technicians and assist with technical escalations.
• Communicate proactively with clients and ensure timely issue resolution.

Required Experience & Qualifications

• 2+ years of experience in MSP, MSSP, IT support, network support, or security operations.
• Strong troubleshooting experience across endpoints, SaaS applications, networking, identity, and security platforms.
• Hands-on experience deploying and configuring LAN/WLAN infrastructure, switches, access points, and firewalls.
• Experience administering Microsoft 365 and/or Google Workspace.
• Familiarity with JumpCloud or similar identity management platforms.
• Experience with endpoint security/EDR and network monitoring tools.
• Strong knowledge of firewalls, VPNs, VLANs, NAT/PAT, DNS, DHCP, IP addressing, and Wi-Fi troubleshooting.
• Experience with ticketing systems, remote support tools, and technical documentation.
• Ability to independently resolve complex technical issues and escalate appropriately.
• Strong client-facing communication, organization, and problem-solving skills.
• Ability to travel regularly to client sites throughout San Francisco and the Bay Area.

Preferred Qualifications

• Bachelor's or Master's degree in IT, Networking, Cybersecurity, Computer Science, or a related field.
• Experience with HaloPSA, Hudu, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, or Pax8.
• Experience with Ekahau, Hamina, or similar wireless planning and survey tools.
• Experience configuring SSO/SAML, SCIM, MDM, Apple Business Manager, and device enrollment.
• Advanced firewall configuration, VPN troubleshooting, and network security experience.
• Experience mentoring junior technicians and developing technical documentation.
• Certifications such as CCNA, CCNP, CWNA, Network+, Security+, or PCNSA.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Performance-based bonuses
• Paid Time Off (PTO) and company holidays
• Professional development and certification reimbursement
• Flexible work arrangements where applicable
• Career advancement opportunities into Tier 3 Engineering, Infrastructure Architecture, Security Engineering, or Technical Leadership