Tier 2 Technical Support Specialist

Techordia; Alameda (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Techordia, LLC in Alameda, CA is seeking a Tier 2 Support Technician to bridge Level 1 support and escalations, handling Windows endpoints, servers, networking, and Microsoft 365.

This hands-on role tackles tougher problems and offers a clear path toward systems engineering, with growth into project work as you prove capability.

You must have 4+ years in hands-on IT support, strong troubleshooting, and be able to work onsite with a valid driver's license.

Qualifications

• 4+ years of hands-on IT support in Windows environments.
• Experience in MSP or multi-client / multi-tenant settings.
• Strong troubleshooting and problem-solving skills with clear ticket notes.
• Excellent written and verbal communication; able to interact with clients onsite.

Responsibilities

• Own Level 1 escalations and diagnose issues across Windows endpoints, servers, networking, Microsoft 365.
• Triage, troubleshoot, and communicate with clients until resolution; escalate with full context.
• Support installs, office moves, and cutovers, under senior engineers.
• Troubleshoot Exchange Online, Teams, SharePoint, MFA basics.
• Document tickets, track time, and maintain SOPs; participate in after-hours maintenance/on-call rotation.

Skills

Troubleshooting

Written communication

Verbal communication

On-site presence

Tools

HaloPSA

ConnectWise

NinjaOne

UniFi controller

Job description

Techordia is a white-glove IT managed service provider based in Alameda, supporting Bay Area businesses with their infrastructure, Microsoft 365, networking, and endpoint environments. We take ownership of problems and see them through: no partial fixes, no passing the buck.

The Role

We're adding a Tier 2 Support Technician to sit between our Level 1 service desk and our escalations team. This is the person who takes on the tickets that are beyond basic troubleshooting but shouldn't be burning senior engineers' time.

This is a hands-on troubleshooting role for someone who has done front-line support, is ready for harder problems, and wants a clear path toward systems engineering work. The role is designed to grow: as you demonstrate capability, you take on project and engineering work.

What You'll Do

• Own tickets escalated from Level 1, diagnosing and resolving issues across Windows endpoints, servers, networking, Microsoft 365, and cloud identity.
• Drive issues end-to-end: triage, troubleshoot, communicate with the client, and follow through until resolution. Escalate to senior engineers only with full context and only when truly needed.
• Support installs, office moves, and cutovers, handling staging, deployment, and follow-up work under the direction of senior engineers.
• Troubleshoot Microsoft 365 issues beyond password resets: Exchange Online mail flow, Teams, SharePoint, MFA/conditional access basics.
• Handle networking issues: VPN, Wi-Fi, DNS/DHCP, and basic firewall troubleshooting, including reading UniFi controller configs and firewall rules to trace problems.
• Coach Level 1 techs informally by sharing troubleshooting approaches and helping improve documentation, runbooks, and SOPs.
• Work our tickets the right way: every touch documented, time entered accurately, and clear notes so the next tech never has to solve the same problem twice.
• Participate in scheduled after-hours maintenance and the on-call rotation.

Minimum Requirements (non-negotiable)

• 4+ years of hands-on IT support in a Windows environment, ideally at an MSP or in a multi-client / multi-tenant setting.
• Solid troubleshooting fundamentals: you can work a problem from symptoms to root cause without a script.
• Working knowledge of Windows Server basics, Active Directory, Group Policy, and DNS/DHCP.
• Experience administering Microsoft 365 (Exchange Online, Teams, SharePoint) beyond end-user support.
• Practical TCP/IP knowledge: you can read an IP config, understand subnets, and trace connectivity issues.
• Strong written and verbal communication skills; comfortable speaking directly with clients and writing clear ticket notes.
• Ability to work onsite in Alameda, CA with a valid driver's license, insurance, and reliable car for client visits.
• Proven reliability: you show up on time, follow through, and close out what you start.

Strongly Preferred

• Experience working in a PSA/RMM environment (HaloPSA, ConnectWise, NinjaOne, or similar) with disciplined ticket and time-entry habits.
• Hands-on experience with UniFi networking (controller, switches, APs).

Nice to Have

• Firewall experience (SonicWall or similar).
• Exposure to virtualization (Hyper-V, VMware) and endpoint management/patching tools.
• Basic PowerShell scripting for administrative tasks.
• Familiarity with email security records (SPF, DKIM, DMARC).
• Exposure to macOS, JumpCloud, or other cloud identity platforms.
• CompTIA Network+, Microsoft, or similar certifications.

Who Fits Here

• You take ownership: if a client is down, you feel responsible until they're back up.
• You want harder problems than a Tier 1 queue and are willing to prove yourself on them.
• You update documentation as you go. The next person shouldn't have to solve the same problem twice.
• You represent Techordia to clients: how you show up, how you write, and how you talk on the phone all reflect on the business.
• You ask questions, learn quickly, and take feedback without ego.
• You stay calm and professional with clients, even under pressure.

Who Doesn't

• You're looking for fully remote work. This role is onsite and in the field.
• You avoid phones and face-to-face client interaction.
• You expect senior-engineer scope and pay on day one without demonstrating the work.
• 100% employer-paid medical, dental, and vision coverage (eligibility after 90-day probationary period).
• Paid time off
• Parental leave.
• Growth path toward Systems Engineer as capability is demonstrated.

Schedule

• Full-time, standard business hours.
• Occasional after-hours work for projects, maintenance, and on-call rotation