Tier 2 Technical Support Specialist

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 #J-18808-Ljbffr Techordia