IT Support Specialist, Tier 2

Keeper Security; Cameron Park (CA); On-site; USD 65,000 - 100,000; Full time

Job summary

Keeper Security currently seeks an IT Support Engineer, Tier 2, to join the on-site IT team in El Dorado Hills, CA. The role emphasizes advanced end-user support, hands-on infrastructure work, and collaboration with Tier 1 and vendors to resolve issues quickly.

The ideal candidate will troubleshoot hardware, software, identity, and network problems, manage servers and racks, and support office connectivity. Local candidates with 3+ years’ experience are preferred.

Qualifications

• 3+ years in IT support, desktop or systems support.
• Experience providing Tier 2 or escalated support in a business environment.
• Strong hands-on with Windows and macOS.
• Experience with on-site IT infrastructure and servers.
• Networking knowledge: TCP/IP, DNS, DHCP, VPN, VLANs, wireless.
• Troubleshooting hardware, OS, software, user access and connectivity issues.
• Familiarity with MFA, provisioning, groups and permissions.
• Experience with cloud platforms such as Google Workspace or Azure.
• Familiarity with endpoint management tools (MDM).
• Ability to work on-site 3+ days/week within commuting distance of El Dorado Hills.

Responsibilities

• Provide Tier 2 technical support for escalated hardware, software, endpoint, identity and access issues
• Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office
• Install, configure, troubleshoot and maintain Windows and macOS workstations and peripherals
• Support physical IT infrastructure including server racks and on-site servers
• Assist with rack-and-stack, hardware replacement and basic infrastructure troubleshooting
• Support office network connectivity including wired/wireless, DNS, DHCP, VPN and DNS issues
• Troubleshoot user access, MFA, provisioning and identity-related issues
• Onboard/offboard employees with device provisioning and access changes
• Escalate complex issues to Tier 3 and document troubleshooting steps
• Monitor, triage and resolve IT service requests per internal SLAs
• Maintain IT asset records and perform regular inventory audits
• Assist with endpoint management and device configuration via MDM
• Support conference rooms, printers, access control and workplace systems
• Collaborate with third-party vendors on infrastructure projects
• Maintain technical documentation and knowledge base articles
• Mentor Tier 1 support and assist with escalations
• Participate in IT projects involving endpoint deployment and network upgrades
• Leverage AI tools to improve troubleshooting and workflow
• Occasional after-hours support for critical issues

Skills

Tier 2 support

Windows/macOS support

On-site IT infrastructure

Networking (TCP/IP DNS DHCP VPN VLANs)

Active Directory / Entra ID / Okta

MFA provisioning

Device provisioning and MDM

Cloud platforms (Google Workspace, MS

Documentation & troubleshooting

Vendor coordination

Tools

VMware

Hyper-V

Intune

Kandji

Active Directory

Okta

Entra ID

Job description

Keeper Security is hiring an IT Support Engineer, Tier 2 to join our IT team and provide advanced technical support for employees, office infrastructure and on-site systems at our El Dorado Hills, CA location. This role requires candidates to be local to the El Dorado Hills area and work on-site a minimum of 3 days per week, with additional on-site coverage as needed for projects, incidents or infrastructure support.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and help maintain the reliable, secure technology environment that supports Keeper’s employees and business operations.

About Keeper

Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com.

About the Job

The IT Support Engineer, Tier 2 will report to the Director of IT and provide advanced end-user support while serving as a key on-site technical resource for Keeper’s El Dorado Hills office.

This role will handle escalated support issues across hardware, software, identity, networking and endpoint systems while also supporting physical IT infrastructure including server racks, network equipment and on-site servers. You will work closely with Tier 1 support, senior IT resources and third-party vendors to resolve issues, maintain office technology and support IT projects. The ideal candidate is comfortable troubleshooting beyond standard desktop support and can move between end-user issues and hands-on infrastructure work in a fast-paced environment.

Responsibilities

• Provide Tier 2 technical support for escalated hardware, software, endpoint, identity and access issues
• Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office
• Install, configure, troubleshoot and maintain Windows and macOS workstations, laptops, mobile devices and related peripherals
• Support physical IT infrastructure including server racks, on-site servers, network switches, cabling, UPS systems and related equipment
• Assist with rack‑and‑stack activities, hardware replacement, server maintenance and basic infrastructure troubleshooting
• Support office network connectivity including wired and wireless access, DNS, DHCP, VPN and basic network troubleshooting
• Troubleshoot user access, authentication, MFA, account provisioning and identity-related issues
• Support employee onboarding and offboarding, including device provisioning, access changes and asset coordination
• Escalate complex infrastructure, security or systems issues to Tier 3 resources while providing clear troubleshooting documentation
• Monitor, triage and resolve IT service requests and incidents in accordance with internal service expectations
• Maintain accurate IT asset records and conduct regular inventory audits
• Assist with endpoint management, software deployment and device configuration through MDM and related management platforms
• Support office-based technology including conference room systems, printers, access control and other workplace systems
• Partner with third‑party vendors and service providers on infrastructure, network and hardware‑related projects
• Maintain technical documentation, troubleshooting procedures and knowledge base articles
• Mentor Tier 1 support team members and assist with escalation handling and technical guidance
• Participate in IT projects involving endpoint deployment, network upgrades, office infrastructure and system improvements
• Use AI‑assisted tools such as Gemini, ChatGPT or similar platforms to improve troubleshooting, documentation and workflow efficiency
• Provide occasional after‑hours support for critical office or infrastructure issues as needed

Requirements

• 3+ years of experience in IT support, desktop support, systems support or a related technical role
• Experience providing Tier 2 or escalated technical support in a business environment
• Strong hands‑on experience supporting Microsoft Windows and macOS environments
• Experience working with physical servers, server racks, switches, cabling or other on‑site IT infrastructure
• Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking
• Experience troubleshooting hardware, operating systems, software, user access and connectivity issues
• Familiarity with enterprise identity and access concepts including MFA, user provisioning, groups and permissions
• Experience provisioning and supporting laptops, desktops, mobile devices and common productivity applications
• Familiarity with cloud‑based platforms such as Google Workspace, Microsoft Azure or similar technologies
• Familiarity with endpoint management or MDM platforms
• Strong troubleshooting, analytical and problem‑solving skills
• Strong written and verbal communication skills with a customer‑service mindset
• Ability to work independently on‑site and determine when issues require escalation
• Ability and willingness to use AI‑assisted tools effectively to improve troubleshooting, documentation and day‑to‑day IT operations
• Ability to lift up to 50 pounds and safely move, install or replace IT hardware as part of regular job duties
• Must reside within reasonable commuting distance of Keeper’s El Dorado Hills, CA office and be able to work on‑site a minimum of 3 days per week

Preferred Qualifications

• Experience with rack‑and‑stack, server hardware maintenance or data center / server room support
• Familiarity with Microsoft Intune, Kandji or similar endpoint management platforms
• Experience supporting Active Directory, Microsoft Entra ID, Okta or similar identity platforms
• Experience with switches, firewalls, wireless access points or other network infrastructure
• Familiarity with virtualization technologies such as VMware or Hyper‑V
• Experience supporting office AV, conference room or physical access systems
• Relevant CompTIA, Microsoft, networking or IT support certifications
• Experience working in a security‑conscious or compliance‑driven environment
• Medical, Dental & Vision (inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401K (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Exempt