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. [Rotation frequency and on-call comp: fill in before posting]
Minimum Requirements (non-negotiable)
- 2+ 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.