Tier 2 Technical Support Specialist

Techordia; Alameda (CA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Employer-paid medical

Dental and Vision coverage

Paid time off

Parental leave

Growth path to Systems Engineer

Retirement plan

Job summary

Techordia, a white-glove IT managed service provider based in Alameda, seeks a hands-on Tier 2 Onsite Support Technician. You will work with Windows endpoints, servers, networking, and Microsoft 365, diagnosing issues from symptoms to root cause and communicating clearly with clients.

The role requires 2+ years of front-line IT support, strong troubleshooting, and the ability to work onsite in Alameda, CA. A valid driver’s license and reliable vehicle are needed for client visits.

Qualifications

• 2+ years of hands-on IT support in a Windows environment, ideally MSP/multi-client setting.
• Strong troubleshooting from symptoms to root cause without scripts.
• Working knowledge of Windows Server, Active Directory, Group Policy, DNS/DHCP.
• Experience administering Microsoft 365 including Exchange Online, Teams, SharePoint.
• Practical TCP/IP knowledge and ability to read IP configurations and subnets.

Responsibilities

• Own tickets escalated from Level 1 and diagnose across Windows endpoints, servers, networking, M365, and cloud identity.
• Drive issues end-to-end with triage, troubleshooting, client communication, and resolution follow-through.
• Escalate to senior engineers only with complete context.
• Support installs, moves, and cutovers with staging, deployment, and follow-up under senior guidance.
• Troubleshoot Microsoft 365 beyond password resets (mail flow, Teams, SharePoint, MFA, conditional access).
• Handle networking issues (VPN, Wi-Fi, DNS/DHCP, firewall basics) including UniFi configs.
• Coach Level 1 technicians and improve runbooks, SOPs, and ticket hygiene.
• Participate in after-hours maintenance and on-call rotation.
• Grow into project/engineering work as capability increases.

Skills

Windows environment

IT support

MS 365 administration

Active Directory

Group Policy

DNS/DHCP

Exchange Online

Teams

SharePoint

TCP/IP

Ticket documentation

On-site support

Communications

UniFi networking

PSA/RMM tools

Tools

HaloPSA

ConnectWise

NinjaOne

UniFi Controller

Job description

Requirements

Must have:

• We require 2+ years of hands‑on IT support in a Windows environment, ideally within an MSP or a multi-client / multi-tenant setting.
• We need strong troubleshooting ability, with the judgement to work issues from symptoms to root cause without relying on scripts.
• We require working knowledge of Windows Server fundamentals, Active Directory, Group Policy, and DNS/DHCP.
• We require experience administering Microsoft 365, including Exchange Online, Teams, and SharePoint, beyond basic end‑user support.
• We need practical TCP/IP knowledge, including reading IP configurations, understanding subnets, and tracing connectivity problems.
• We require strong written and verbal communication skills, with confidence speaking directly with clients and documenting tickets clearly.
• We require the ability to work onsite in Alameda, CA, along with a valid drivers license, insurance, and a reliable vehicle for client visits.
• We expect proven reliability, including punctuality, follow‑through, and consistent completion of assigned work.
• We strongly prefer experience in a PSA/RMM environment such as HaloPSA, ConnectWise, NinjaOne, or similar, with disciplined ticketing and time‑entry habits.
• We strongly prefer hands‑on experience with UniFi networking, including controllers, switches, and access points.
• Nice‑to‑have experience includes firewall administration, virtualization, endpoint management and patching tools, basic PowerShell, email security records, macOS, JumpCloud, other cloud identity platforms, or relevant certifications such as CompTIA Network+ or Microsoft.

Responsibilities:

• We want you to own tickets escalated from Level 1, diagnosing and resolving issues across Windows endpoints, servers, networking, Microsoft 365, and cloud identity.
• We expect you to drive issues end to end by triaging, troubleshooting, communicating with clients, and following through until resolution.
• We need you to escalated to senior engineers only when necessary and only with complete context.
• We want you to support installs, office moves, and cutovers, including staging, deployment, and follow‑up work under senior guidance.
• We expect you to troubleshoot Microsoft 365 issues beyond password resets, including Exchange Online mail flow, Teams, SharePoint, MFA, and conditional access basics.
• We need you to handle networking issues such as VPN, Wi‑Fi, DNS/DHCP, and basic firewall troubleshooting, including reading UniFi controller configs and firewall rules.
• We want you to coach Level 1 technicians informally by sharing troubleshooting methods and helping improve documentation, runbooks, and SOPs.
• We expect meticulous ticket hygiene, including documenting every touch, recording time accurately, and leaving clear notes.
• We want you to participate in scheduled after‑hours maintenance and the on‑call rotation.
• As you demonstrate capability, we expect you to take on project and engineering work as part of your growth path.

Company:

We are Techordia, a white‑glove IT managed service provider based in Alameda, supporting Bay Area businesses with infrastructure, Microsoft 365, networking, and endpoint environments. We take full ownership of problems and see them through without partial fixes or handoffs. This is a hands‑on, onsite Tier 2 Support Technician role for someone who has already worked front‑line support, is ready for more complex troubleshooting, and wants a clear path toward systems engineering. The role is full‑time, based in Alameda, includes occasional after‑hours maintenance and on‑call work, and offers 100% employer‑paid medical, dental, and vision coverage after a 90‑day probationary period, paid time off, parental leave, and a growth path toward Systems Engineer. We also offer dental, health, vision, retirement, and paid time off benefits, with a salary range of $60,000 to $70,000 per year.