IT Support Technician — Tier-2 / Primary Resolver

Department: Service Delivery

Role Type: Hybrid, with regular onsite client work in San Francisco

Location: Must be based in San Francisco or the North Bay

About Black Mountain Dynamics

Black Mountain Dynamics secures, deploys, and supports IT infrastructure for startups, venture-backed companies, and growing organizations. We partner with innovative clients to design, deploy, and operate reliable network, security, identity, and endpoint environments that support critical business systems.

Our approach emphasizes security, performance, documentation, operational resilience, and high-touch service delivery. As our client base grows, we are expanding our engineering team to support increasingly complex customer environments across multiple locations, platforms, and technical stacks.

Role Overview

We are looking for an IT Support Technician to join our growing Service Delivery team. In this role, you will own escalated technical issues, perform in-depth troubleshooting, and work directly with clients to resolve incidents and requests across end-user systems, SaaS platforms, identity, networking, endpoint security, and monitoring tools. You will also help design, deploy, and validate LAN and WLAN infrastructure for client environments.

The IT Support Technician is a primary resolver for customer issues. This role requires strong technical judgment, clear communication, disciplined ticket ownership, and the ability to balance client urgency with safe, process-driven execution.

Primary Mission

Resolve customer issues end-to-end and deliver reliable network infrastructure while keeping clients informed, protecting uptime and security, and improving the way the team works.

Core Responsibilities

Ticket Ownership & Escalated Support

Own and resolve Tier-2 tickets and incidents from intake through closure, including end-user issues, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events.
Clearly document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA.
Use proper ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths. Prioritize response quality, client visibility, and timely escalation when issues require senior review.

Technical Triage & Systems Administration

Administer and troubleshoot common client platforms including JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, and related support tools. Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting.
Support Microsoft 365 and Google Workspace administration, including permissions, shared drives, mailbox access, exports, and basic PowerShell-supported tasks where appropriate.
Assist with Pax8, PagerDuty, StellarCyber, LucidChart, Avanan, Auvik, and other tools as assigned.

Network Design & Implementation

Participate in the design, planning, and implementation of LAN and WLAN infrastructure. Translate network designs into precise, production-ready configurations across wired and wireless environments.

Wireless Network Delivery

Deploy, configure, and validate enterprise Wi-Fi infrastructure, including site surveys, AP placement, RF tuning, and post-deployment validation.

Baseline Network Security

Apply baseline network security practices, including firewall rules, VLAN segmentation, and access control, as part of standard deployment and configuration work.
This role is not security-primary, but sound security hygiene is expected.

Network & NOC Support

Triage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues.
Participate in NOC shift coverage and become a reliable escalation point for Tier-2 issues. Identify noisy alerts and false positives that require remediation or senior engineering review.

Security & Incident Response

Support investigation and response for security alerts, endpoint detections, and suspicious activity. Use tools such as SentinelOne, firewall logs, SIEM/monitoring platforms, and ticket history to assist with detection, containment, remediation, and escalation. Follow established incident response and escalation processes.
Maintain awareness of cybersecurity trends, client risks, and operational security best practices.

Identity, SSO & Device Management

Configure and troubleshoot identity workflows within JumpCloud and related identity platforms. Support SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertion troubleshooting.
Assist with MDM policies for Macs and mobile devices.
Understand Apple DEP / ABM, device enrollment, encryption enforcement, and basic deployment workflows.
Escalate high-risk identity, access, or security-impacting changes for senior review where required.

Documentation & Process Improvement

Maintain clear, timely, and reusable documentation in Hudu and HaloPSA so tickets, handoffs, escalations, and repeat issues are easy for the team to understand and act on.
Create and maintain troubleshooting notes, client environment updates, network diagrams, wireless survey reports, and repeatable SOPs.
Identify repeat issues, client pain points, documentation gaps, and workflow gaps; recommend improvements that reduce future tickets, improve response quality, and create better client outcomes. Help standardize repeatable work so Tier-1 and future IT Support technicians can follow consistent procedures.

Mentorship & Team Contribution

Assist Tier-1 engineers with troubleshooting direction, ticket quality, escalation readiness, and customer communication.
Share knowledge with the team through documentation, ticket notes, internal discussions, and coaching.
Participate in team collaboration, shift handoffs, and operational reviews.

Culture & Operating Expectations

Practice blameless problem solving by focusing on facts, solutions, ownership, and prevention instead of blame.
Keep clients and internal stakeholders informed with clear, proactive updates, and follow through until the issue is truly resolved; do not leave people wondering.
Move with urgency, but validate impact before making changes to client systems.
Ask for help early when stuck or when capacity is at risk.
Protect client data and systems using least privilege, secure handling, and BMX-worthy OPSEC.
Model BMX core values and bring a white-glove service mindset to every ticket, even when the issue is routine.

Required Qualifications

Minimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment.
Strong troubleshooting skills across endpoint, SaaS, identity, networking, monitoring, and security tools.
Hands-on experience deploying and configuring LAN and WLAN infrastructure, including switches, access points, and firewalls.
Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery.

Experience with Microsoft 365 and/or Google Workspace administration
JumpCloud or similar identity management platform
Endpoint security / EDR tools
Network monitoring tools such as PRTG, Auvik, or similar
Firewall, VPN, VLAN and segmentation, NAT/PAT, DNS, IP addressing, DHCP vs. static assignments, and Wi-Fi troubleshooting concepts (802.1x, isolation, channels, frequency optimization)

Ability to independently resolve Tier-2 issues and escalate with clear technical context when needed.
Strong written and verbal communication skills.
Ability to manage multiple priorities.

Desired Qualifications

Bachelor's or Master's degree in Networking, Cybersecurity, Computer Science or a related field.
Experience with HaloPSA or similar MSP ticketing platforms, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, Pax8, or similar platforms.
Experience with wireless planning and survey tools such as Ekahau or Hamina, including predictive design, on-site surveys, and post-deployment validation.
Experience configuring or troubleshooting SSO/SAML, SCIM, JIT provisioning, MDM, Apple Business Manager, or device enrollment workflows.
Firewall experience, including policy review, VPN troubleshooting, NAT/PAT rules, and log review.
Experience mentoring junior technicians or assisting with escalation management.
Experience creating SOPs, technical diagrams, client environment documentation, or troubleshooting playbooks.
Certifications such as CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or equivalent practical experience.

Working Conditions

Must be based in San Francisco or the North Bay, with reliable means to travel into San Francisco regularly for client-site support, network deployments, wireless surveys, and validation work.
Availability during core support hours, with participation in scheduled NOC or on-call rotation.
Occasional evening or weekend work for infrastructure deployments, maintenance windows, incident response, or urgent client needs.
Occasional travel to other client sites in the San Francisco Bay Area, with possible travel to other U.S. locations depending on project or client requirements.

Benefits

Black Mountain Dynamics offers a comprehensive benefits package, including:

Performance-based bonuses.
Health, dental, and vision insurance.
401(k) retirement plan with company match.
Professional development opportunities and certification reimbursement.
Paid time off and company holidays.
Flexible work arrangements where applicable.

Growth Opportunity

This role offers opportunities to grow into broader technical leadership positions as Black Mountain Dynamics continues to expand.

Potential career paths include:

Infrastructure Architect
Tier-3 Engineer
Technical Team Lead
Security Engineer

IT Support Technician