Tier-2 IT Support Engineer — Hybrid (SF/North Bay)

Black Mountain Dynamics

Mountain View (CA)

Hybrid

USD 70,000 - 110,000

Full time

8 days ago

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Benefits offered by this job

Bonuses

Health Insurance

Dental Insurance

Vision Insurance

401(k) with match

Professional development

Paid time off

Flexible work

Job summary

Black Mountain Dynamics is seeking an experienced IT Support Technician to join its Service Delivery team in a hybrid role, with regular onsite client work in San Francisco. The technician will own escalated Tier-2 issues, perform in-depth troubleshooting across end-user systems, SaaS platforms, identity, networking, and endpoint security, and help design LAN and WLAN deployments for client environments.

The role requires strong technical judgment, disciplined ticket ownership, and clear

Qualifications

Minimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment.
Experience with ticketing systems and client-facing service delivery.
Experience deploying and configuring LAN and WLAN infrastructure.
Strong written and verbal communication skills.

Responsibilities

Own and resolve Tier-2 tickets and incidents from intake through closure.
Document troubleshooting steps and client communication in HaloPSA.
Administer and troubleshoot client platforms (JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop).
Support Microsoft 365 and Google Workspace administration.
Participate in design, planning, and implementation of LAN and WLAN infrastructure.
Deploy and validate enterprise Wi-Fi infrastructure and security practices.
Triage monitoring alerts and participate in NOC rotation.
Assist with security incident response and escalation.