Tier 2 It Support Engineer

WizeHire, Inc; Santa Rosa (CA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Portola Systems is seeking a skilled Tier 2 IT Support Engineer to join our growing team. This role focuses on supporting the Tier 1 Service Desk, managing escalations, and resolving issues within systems and networking environments.

The ideal candidate demonstrates strong technical troubleshooting, clear communication, and thorough documentation as they own escalations, perform root cause analysis, and collaborate with Systems, Security, and Network Engineering teams.

Qualifications

• Experience troubleshooting in IT or networking environments.
• Ability to own escalated issues and perform root cause analysis.
• Strong communication and documentation skills.
• Hybrid role requiring occasional travel and on-site support.

Responsibilities

• Own escalated incidents from Tier 2 and resolve most without specialist intervention.
• Validate system functionality and support Tier 1 Service Desk.
• Collaborate with Systems, Security, and Network Engineering teams.
• Provide on-site support as needed.

Skills

Technical troubleshooting

Root cause analysis

Customer service

Documentation

Communication

Team collaboration

Job description

Portola Systems is seeking a skilled and motivated Tier 2 IT Support Engineer to join our growing team. This role is primarily focused on supporting our Tier 1 Service Desk team, managing escalations, and resolving issues within systems and networking environments. The position serves as a critical link between the front-line Service Desk and our Tier 3 Systems and Network Engineering teams.

The successful candidate will take ownership of escalated issues, validate system functionality, perform root cause analysis, and resolve the majority of incidents without requiring specialist intervention.

The ideal candidate possesses strong technical troubleshooting skills, sound judgment, excellent communication abilities, and a commitment to thorough documentation. Strong interpersonal skills and a customer-focused mindset are essential.

This is a hybrid position that requires occasional travel and on-site support when needed.

You will work closely with our Service Desk, Systems Engineering, Security, and Network Engineering teams to support customer environments, assist end users, and deliver exceptional service. The ideal candidate is highly organized, technically curious, customer-focused, and capable of effectively balancing day-to-day support responsibilities in a fast-paced environment.