Hybrid IT Support Technician – Tier-2 Resolver (SF)

Black-Mountain-Dynamics; Mountain View (CA); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Bonuses

Paid time off and holidays

Certification reimbursement

Flexible work arrangements

Job summary

Black Mountain Dynamics is seeking an IT Support Technician to own escalated issues across end-user systems, SaaS, identity, networking, and security. You will design, deploy, and validate LAN/WLAN infrastructure while maintaining strong client communication and incident response.

You will triage alerts, support JumpCloud/Office 365 or Google Workspace, and help drive secure, reliable environments for our growing clientele in San Francisco and the Bay Area.

Qualifications

• Minimum of 2+ years in MSP, MSSP, IT support, network support, or security operations environment.
• Strong troubleshooting across endpoint, SaaS, identity, networking, monitoring, and security tools.
• Experience deploying and configuring LAN and WLAN infrastructure, including switches, APs, and firewalls.
• Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery.
• Excellent written and verbal communication skills and ability to manage multiple priorities.

Responsibilities

• Own and resolve Tier-2 tickets from intake to closure, including end-user, SaaS, identity, endpoints, network, and security events.
• Document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA.
• Participate in design, planning, and implementation of LAN and WLAN infrastructure for client environments.
• Deploy, configure, and validate enterprise Wi‑Fi infrastructure with site surveys and RF tuning.
• Triage monitoring alerts (PRTG, etc.) and provide escalation-ready analysis.
• Support identity workflows within JumpCloud and related platforms, including SSO/SAML, SCIM provisioning, and JIT user creation.

Skills

IT support experience

Troubleshooting

LAN/WLAN deployment

Ticketing & docs

Communication

Microsoft 365 admin

Google Workspace admin

Education

Bachelor's or Master's in Networking/CS

CCNA/CCNP certifications

Tools

JumpCloud

SentinelOne

PRTG

Hudu

HaloPSA

Pax8

PagerDuty

Auvik

StellarCyber

LucidChart

Splashtop

Avanan

Ekahau

Hamina

Job description

Black Mountain Dynamics is seeking an IT Support Technician to own escalated issues across end-user systems, SaaS, identity, networking, and security. You will design, deploy, and validate LAN/WLAN infrastructure while maintaining strong client communication and incident response.

You will triage alerts, support JumpCloud/Office 365 or Google Workspace, and help drive secure, reliable environments for our growing clientele in San Francisco and the Bay Area.