On-Site Tier II IT Support Engineer

Pacific Office Automation; Beaverton (OR); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with company match

Paid time off

FSA

Job summary

Pacific Office Automation in Beaverton, OR is seeking a Tier 2 Service Desk Technician to provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while escalating Tier 1 issues and ensuring SLA adherence.

You will diagnose complex problems, collaborate with Tier 3 engineers, document work clearly, and participate in on-call rotations in a fast-paced MSP setting.

Qualifications

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred).
• Strong knowledge of: Windows 10/11 administration, Microsoft 365 (Exchange Online, Entra ID, Teams), Active Directory and hybrid environments.
• Experience with RMM tools and remote support platforms
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs)
• Ability to manage multiple priorities and meet SLA expectations
• Strong communication and documentation skills

Responsibilities

• Serve as the Tier 2 escalation point for service desk incidents and requests
• Troubleshoot advanced endpoint, application, and connectivity issues
• Administer and support Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint, OneDrive)
• Manage user access, identity, and security (MFA, conditional access, lifecycle management)
• Diagnose and resolve issues across Windows 10/11 and business applications
• Support basic networking (DNS, DHCP, VPNs, firewall/client connectivity)
• Use RMM tools to monitor, maintain, and remediate endpoint health
• Troubleshoot endpoint security tools (e.g., Defender, WatchGuard, EDR platforms)
• Document all work clearly within ticketing systems
• Maintain and update client documentation
• Collaborate with Tier 3/Engineering teams on complex issues
• Identify recurring problems and recommend long-term solutions or automation
• Participate in on-call or after-hours support as needed

Job description

Pacific Office Automation in Beaverton, OR is seeking a Tier 2 Service Desk Technician to provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while escalating Tier 1 issues and ensuring SLA adherence.

You will diagnose complex problems, collaborate with Tier 3 engineers, document work clearly, and participate in on-call rotations in a fast-paced MSP setting.