IT Support Specialist, Tier 2
Description
Keeper Security is hiring an IT Support Engineer, Tier 2 to join our IT team and provide advanced technical support for employees, office infrastructure and on-site systems at our El Dorado Hills, CA location. This role requires candidates to be local to the El Dorado Hills area and work on-site a minimum of 3 days per week, with additional on-site coverage as needed for projects, incidents or infrastructure support.
Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and help maintain the reliable, secure technology environment that supports Keeper’s employees and business operations.
About Keeper
Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com.
About the Job
The IT Support Engineer, Tier 2 will report to the Director of IT and provide advanced end-user support while serving as a key on-site technical resource for Keeper’s El Dorado Hills office.
This role will handle escalated support issues across hardware, software, identity, networking and endpoint systems while also supporting physical IT infrastructure including server racks, network equipment and on-site servers. You will work closely with Tier 1 support, senior IT resources and third-party vendors to resolve issues, maintain office technology and support IT projects. The ideal candidate is comfortable troubleshooting beyond standard desktop support and can move between end-user issues and hands-on infrastructure work in a fast-paced 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 while providing 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
Requirements
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, CA office and be able to work on-site a minimum of 3 days per week
Preferred Qualifications
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
Benefits
Medical, Dental & Vision (inclusive of domestic partnerships)
Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
Voluntary Short/Long Term Disability Insurance
401K (Roth/Traditional)
A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
Above market annual bonuses
Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Classification: Exempt