Tier 2 IT Support Specialist (Portland, OR

Managed Service Provider Tier 2 IT Specialist
- Windows Server / AD / Entra / O365 / Firewall Experience

Tech-savvy IT Specialist to be responsible for providing world-class technical assistance to our clients with computer systems, hardware, software, network and other systems. As a member of our team, you are responsible for responding to tickets, email, or phone queries and offering technical support to clients using computer systems, hardware, and software. We love to solve technical challenges together while having fun & helping people!

Also we have a winged donkey for a mascot which is a whole story to tell.

Responsible for analyzing requirements, researching solutions, reviewing our client data/documentation, resolving problems, installing hardware and software solutions. Responsibilities include end user support, PC maintenance, upgrades and configurations.

To be successful you should be well-versed in all Tier 2 level aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

• Windows Server
• Active Directory
• Entra
• Firewalls (Sonic Wall or similar)
• O365
• Hyper-V/VMware
• Proofpoint
• Exchange

Basic cybersecurity, cloud and backup skills are a bonus.

Primary Role:
Handles more complex technical issues and takes ownership of incidents escalated from Tier 1.

Skill Level: Intermediate knowledge, often requiring more in-depth technical understanding and specialization.

Problem Solving:
Troubleshoots a wide range of software and hardware issues, including network configuration, server maintenance, and intermediate application support.

Escalation Management:
Manages incidents escalated from Tier 1, aiming to resolve them before they reach Tier 3.

• Network configuration, IP conflicts, firewall rules, and VPN setup
• OS installation, configuration, and advanced troubleshooting
• Backup management and basic server maintenance
• Learn client line of business (LOB) applications and systems; document important information and cross-train other technicians as needed
• Project Assistance:
  Assists in implementing new client setups, on-premise installations, and configurations
• Tools & Knowledge
• Proficiency in Active Directory, network diagnostics tools, virtualization (VMware, Hyper-V)
• Knowledge of operating systems (Windows Server, Linux), cloud platforms (Azure, AWS), and VoIP systems
• Ability to script (e.g., Power Shell) for automation of repetitive tasks

• Respond to and resolve queries via ticket, phone, email, live, or through remote access in a timely and professional manner, representing the Falkon brand
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Provide excellent customer service experience for internal and external clients
• Train users and gain feedback from customers to improve training methods
• Take a proactive approach to look for common problems and complaints and provide that information to your manager
• Assist with the onboarding of new users
• Document internal procedures and follow "best practices" methodology
• Install, test, and configure workstations, peripheral equipment, and software
• Maintain inventory of equipment, software, software licenses, installation disks or download sites
• Manage PC setup and deployment in office or at a client site, using standard hardware, images, and software
• Assign users and computers to Active Directory (local or cloud-based)
• Recommend / provide workstation hardware and software upgrades as required
• May be asked to occasionally work evening/weekend hours to meet deadlines or solve problems
• Must always maintain professional appearance and demeanor, as this role will be the "face" of Falkon for many of our clients
• Comfortable working with Windows & VMware technologies under guidance of a senior engineer
• Update Falkon documentation and ticketing systems

• Excellent verbal and written communication skills
• An insatiable desire to learn new skills and training
• Ability to work from home as necessary or…