IT Support Specialist, Tier 2

Keeper Security

4h • Hybrid

About The Position

Keeper Security is hiring an IT Support Engineer, Tier 2 to provide advanced technical support for employees, office infrastructure, and on-site systems at its El Dorado Hills, California location. The role requires candidates to live within reasonable commuting distance and work on-site at least three days per week, with additional on-site coverage as needed for projects, incidents, or infrastructure support.

Reporting to the Director of IT, this position provides escalated support across hardware, software, identity, networking, and endpoint systems. It also supports physical IT infrastructure, including server racks, network equipment, and on-site servers. The engineer collaborates with Tier 1 support, senior IT resources, and third-party vendors to resolve issues, maintain office technology, and support IT projects. The role combines end-user troubleshooting with hands-on infrastructure work in a fast-paced environment.

Requirements

• At least 3 years of experience in IT support, desktop support, systems support, or a related technical role.
• Experience providing Tier 2 or escalated technical support in a business environment.
• Strong hands-on experience supporting Microsoft Windows and macOS environments.
• Experience working with physical servers, server racks, switches, cabling, or other on-site IT infrastructure.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, VLANs, and wireless networking.
• Experience troubleshooting hardware, operating systems, software, user access, and connectivity issues.
• Familiarity with enterprise identity and access concepts, including MFA, user provisioning, groups, and permissions.
• Experience provisioning and supporting laptops, desktops, mobile devices, and common productivity applications.
• Familiarity with cloud-based platforms such as Google Workspace, Microsoft Azure, or similar technologies.
• Familiarity with endpoint management or MDM platforms.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills with a customer-service mindset.
• Ability to work independently on-site and determine when issues require escalation.
• Ability and willingness to use AI-assisted tools effectively to improve troubleshooting, documentation, and day-to-day IT operations.
• Ability to lift up to 50 pounds and safely move, install, or replace IT hardware as part of regular job duties.
• Must reside within reasonable commuting distance of Keeper’s El Dorado Hills, California office and be able to work on-site a minimum of three days per week.

Nice To Haves

• Experience supporting Windows Server or Linux server environments.
• Experience with rack-and-stack, server hardware maintenance, or data center/server room support.
• Familiarity with Microsoft Intune, Kandji, or similar endpoint management platforms.
• Experience supporting Active Directory, Microsoft Entra ID, Okta, or similar identity platforms.
• Experience with switches, firewalls, wireless access points, or other network infrastructure.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Experience supporting office AV, conference room, or physical access systems.
• Relevant CompTIA, Microsoft, networking, or IT support certifications.
• Experience working in a security-conscious or compliance-driven environment.

Responsibilities

• Provide Tier 2 technical support for escalated hardware, software, endpoint, identity, and access issues.
• Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office.
• Install, configure, troubleshoot, and maintain Windows and macOS workstations, laptops, mobile devices, and related peripherals.
• Support physical IT infrastructure, including server racks, on-site servers, network switches, cabling, UPS systems, and related equipment.
• Assist with rack-and-stack activities, hardware replacement, server maintenance, and basic infrastructure troubleshooting.
• Support office network connectivity, including wired and wireless access, DNS, DHCP, VPN, and basic network troubleshooting.
• Troubleshoot user access, authentication, MFA, account provisioning, and identity-related issues.
• Support employee onboarding and offboarding, including device provisioning, access changes, and asset coordination.
• Escalate complex infrastructure, security, or systems issues to Tier 3 resources and provide clear troubleshooting documentation.
• Monitor, triage, and resolve IT service requests and incidents in accordance with internal service expectations.
• Maintain accurate IT asset records and conduct regular inventory audits.
• Assist with endpoint management, software deployment, and device configuration through MDM and related management platforms.
• Support office-based technology, including conference room systems, printers, access control, and other workplace systems.
• Partner with third-party vendors and service providers on infrastructure, network, and hardware-related projects.
• Maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Mentor Tier 1 support team members and assist with escalation handling and technical guidance.
• Participate in IT projects involving endpoint deployment, network upgrades, office infrastructure, and system improvements.
• Use AI-assisted tools such as Gemini, ChatGPT, or similar platforms to improve troubleshooting, documentation, and workflow efficiency.
• Provide occasional after-hours support for critical office or infrastructure issues as needed.

Benefits

• Medical, dental, and vision coverage, inclusive of domestic partnerships.
• Employer-paid life insurance and supplemental life insurance for employees, spouses, and children.
• Voluntary short- and long-term disability insurance.
• 401(k) with Roth and traditional options.
• Generous PTO plan that recognizes commitment and seniority, including paid bereavement and jury duty leave.
• Above-market annual bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed