IT Support Engineer

IT Support Engineer — Tier 2 / Primary Resolver

Department: Service Delivery
Role Type: Hybrid / Remote with client-site support as needed
Reports To: Service Delivery Manager

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 Engineer 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.

The IT Support Engineer 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.

Success in this role requires more than technical troubleshooting. The IT Support Engineer is expected to model BMX’s culture through ownership, clear communication, careful execution, strong documentation, teamwork, and security-first decision making. This means moving with urgency while considering client impact, asking for help when stuck, keeping stakeholders informed, and following through until the issue is truly resolved.

This is a hybrid/remote role with availability required during core support hours, participation in on-call or NOC rotations, and occasional onsite or after-hours work for maintenance windows, deployments, or client needs.

Primary Mission

Resolve customer issues end-to-end 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-level tickets and incidents from intake through closure.

• Resolve escalated incidents involving end-user issues, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events while maintaining strong client communication and documentation.

• 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, Microsoft 365, Google Workspace, 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 & NOC Support

• Triage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues.

• Understand and troubleshoot common network concepts including IP addressing, DHCP vs. static assignments, VLANs, segmentation, VPN, NAT/PAT, Wi-Fi configuration, 802.1x, isolation, channels, and frequency optimization.

• Participate in NOC shift coverage and become a reliable escalation point for Tier 2 issues.

• Identify noisy alerts, false positives, repeat issues, and documentation gaps 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, diagrams, and repeatable SOPs.

• Identify repeat issues, noisy alerts, client pain points, 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 engineers 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.

• Model BMX core values and a white-glove service approach in both client-facing and internal work.

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; do not leave people wondering.

• Move with urgency, but validate impact before making changes to client systems.

• Maintain strong ticket hygiene: accurate notes, timers, next steps, client updates, and escalation context.

• 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.

• Share learnings with the team and turn repeat issues into documentation or SOP improvements.

• 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.

• Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery.

• Working knowledge of:

  • 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, NAT/PAT, DNS, DHCP, and Wi-Fi troubleshooting concepts

• 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 while maintaining accurate ticket notes and client updates.

• Willingness to participate in NOC, on-call, after-hours, or maintenance window support as needed.

Desired Qualifications

• Experience with HaloPSA, Hudu, JumpCloud, PRTG, SentinelOne, Splashtop, PagerDuty, Auvik, Avanan, StellarCyber, Pax8, or similar platforms.

• 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, Network+, Security+, PCNSA, or equivalent practical experience.

Working Conditions

• Hybrid/remote work environment with occasional onsite client engagement.

• Availability during core support hours, with participation in scheduled NOC or on-call rotation.

• Occasional travel to client sites, primarily within the San Francisco Bay Area, with possible travel to other U.S. locations depending on project or client requirements.

• Occasional evening or weekend work for infrastructure deployments, maintenance windows, incident response, or urgent client needs.

Benefits

Black Mountain Dynamics offers a comprehensive benefits package, including:

• Competitive salary commensurate with experience.

• 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