IT Support Technician

Black Mountain Dynamics; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Performance bonuses

401(k) with company match

Certification reimbursement

PTO and holidays

Job summary

Black Mountain Dynamics is seeking a Tier-2 IT Support engineer for onsite work in downtown San Francisco and the Bay Area. You will own Tier 2 tickets, deploy wired and wireless networks, and assist with security and device administration across JumpCloud, M365 and Google Workspace.

You’ll triage alerts, perform audits and documentation, and collaborate with clients to resolve issues quickly while maintaining high service standards and proper security practices.

Qualifications

• 2+ years in MSP/MSSP, IT support or security operations
• Hands-on LAN/WLAN deployment with switches, APs and firewalls
• M365 and/or Google Workspace administration
• Experience with JumpCloud or similar, an EDR tool, and network monitoring (PRTG, Auvik)
• Knowledge of VPN, VLANs, NAT/PAT, DNS, DHCP and Wi‑Fi concepts (802.1x, client isolation, channel planning)
• Able to resolve Tier-2 issues independently and explain solutions clearly

Responsibilities

• Design and deploy wired/wireless networks incl. switch/firewall/WiFi config
• Own Tier 2 tickets from intake to close and document resolutions
• Administer JumpCloud, M365, Google Workspace; manage MFA and access changes
• Configure SSO/SAML, SCIM and JIT provisioning; manage devices
• Cover NOC shifts; triage PRTG alerts and correlate to client impact
• Assist with security investigations using SentinelOne, firewall logs and SIEM
• Maintain network docs on Hudu; note repeat issues for root-cause fixes
• Support Tier 1 with troubleshooting guidance and ticket quality

Skills

Networking concepts

Tier-2 support

Onsite deployment

Troubleshooting

Education

CCNA or higher certification

Tools

JumpCloud

PRTG

Auvik

HaloPSA

Microsoft 365

Google Workspace

Job description

Black Mountain Dynamics (BMX) deploys, secures and supports IT for startups, venture-backed companies and growing organizations. We run network, identity, security and endpoint environments for clients across multiple sites, and we’re growing the Service Delivery team as those environments get more complex.

The role

You’ll be a primary resolver for client issues, onsite primarily in downtown San Francisco and other Bay Area locations. You’ll own Tier 2 tickets from intake to close, work directly with clients, and help deploy wired and wireless networking at client sites.

What you’ll do

• Help design and deploy wired and wireless networks. This covers switch, firewall and WiFi configuration, network audits and site surveys, and post-install validation.
• Own Tier 2 tickets and incidents across end-user devices, SaaS, identity, networking, monitoring alerts and security events. Document troubleshooting, client updates and resolution in HaloPSA, and elevate with clear context when something needs escalation.
• Administer client platforms including JumpCloud, Microsoft 365, Google Workspace, SentinelOne, Splashtop. Day to day, that means MFA and access changes, user and device management, mailbox and shared drive permissions, and other administrative platforms.
• Configure and troubleshoot SSO/SAML, SCIM and JIT provisioning. Support MDM for Macs and mobile devices, including Apple Business Manager enrollment.
• Cover NOC shifts. Triage PRTG alerts, tie them to actual client impact, and flag noisy alerts for cleanup.
• Assist with security alert investigations using SentinelOne, firewall logs and SIEM tools, following our incident response process.
• Keep network documentation up to date on Hudu with environment notes, network diagrams, survey reports and SOPs, and call out repeat issues that should be fixed at the source.
• Help Tier 1 technicians with troubleshooting direction and ticket quality.

How we work

• Keep clients and teammates updated.
• Move quickly, but operate with intention and clarity and consider impact before changing client systems.
• Ask for help early when you’re stuck or overloaded.
• Use least privilege and handle client data carefully.
• Focus on resolving the problem first. Identifying fault is considered after problem resolution.

Required

• 2+ years in an MSP, MSSP, IT support, network support or security operations role
• Hands-on LAN/WLAN deployment with switches, access points and firewalls
• Microsoft 365 and/or Google Workspace administration
• Experience with an identity platform (JumpCloud or similar), an EDR tool, and network monitoring (PRTG, Auvik or similar)
• Working knowledge of VPN, VLANs, NAT/PAT, DNS, DHCP, IP addressing, and Wi-Fi concepts like 802.1x, client isolation and channel planning
• Able to resolve Tier-2 issues on your own and explain things clearly in writing and on calls

Nice to have

• HaloPSA or another MSP ticketing platform
• Wireless survey tools such as Hamina or Ekahau
• Firewall policy and log review
• CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or a degree in networking, cybersecurity or computer science

Working conditions

• Regular onsite work in San Francisco for client support, deployments and wireless surveys. Occasional travel to other Bay Area client sites, and possibly other U.S. locations.
• Scheduled NOC/on-call rotation, plus occasional evening or weekend work for maintenance windows, deployments and incidents.

Performance bonuses, health/dental/vision, 401(k) with company match, certification reimbursement, PTO and company holidays, and flexible work arrangements where applicable.

Growth

As BMX grows, this role can lead to Tier-3 Engineer, Infrastructure Architect, Security Engineer or Technical Team Lead.