Onsite IT Support Specialist II — Tier 1–2 (SF)

Ōura

San Francisco (CA)

On-site

USD 80,000 - 110,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

Employee discounts

Paid time off

Sick leave

Parental leave

Job summary

Ōura is seeking an IT Support Specialist II to join our San Francisco office and support a distributed workforce. You will provide Tier 1–2 assistance for macOS and Windows, manage onboarding, and help scale our AI-first support model.

This onsite role requires 1–3 years of IT support, hands-on endpoints, identity tools, and experience with meeting rooms and video conferencing. You will grow Tier 3 skills and maintain reliable device and software configurations.

Qualifications

1–3 years of IT support experience with ownership of Tier 1–2 tickets.
Hands-on troubleshooting across macOS and Windows, basic networking, and common workplace SaaS tools.
Experience with endpoint management and identity/access tools (eg, Okta, Google Workspace).
Experience supporting video conferencing or AV systems like Google Meet/Zoom Rooms.
Strong customer communication and judgment; verify AI-generated guidance.

Responsibilities

Deliver reliable Tier 1–2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations.
Ensure onboarding, device readiness, and core workplace tools are dependable for new hires and ongoing staff.
Own health and lifecycle of defined device/software domains, maintaining configuration standards and reliability.
Reduce repeat incidents by recognizing patterns and driving root-cause follow-ups.
Improve AI-assisted support quality by strengthening knowledge content and validating AI guidance.
Expand Tier 3 capability over time, resolving complex issues and knowing when to escalate.