Tier 2 IT Support Engineer — Hybrid, Escalation Expert

Portola Systems 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 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.