Position: IT Support Technician (L2) / Service Desk Technician
Location: Portland, OR (Hybrid; onsite as required)
Department: Service Delivery
Reports To: Service Manager
About SpireTech
SpireTech is a growing Managed Service Provider (MSP) serving Portland-area businesses in real estate, engineering, design, and professional services. We focus on proactive support, security-first practices, strong documentation, and long-term client relationships. Our team strives to be helpful and professional, proactive, curious, and to act with integrity as we become the most trusted IT support team in Portland. We are a Microsoft Cloud Solutions Provider with a strong focus on Microsoft 365.
Role Summary
The Level 2 Technician provides advanced, customer-facing technical support and escalation handling for client environments. This role bridges front-line support and higher-level engineering by resolving complex issues, triaging and escalating when appropriate, mentoring Level 1 technicians, and driving continuous service improvement. Success in this role requires excellent written and verbal communication, strong time management, and consistent ticket/time entry in the PSA system.
Key Responsibilities
- Answer and resolve technical support requests via phone and email
- Provide professional, customer-focused communication
- Resolve escalated tickets from Level 1 with efficiency and professionalism; triage and escalate issues you cannot resolve
- Troubleshoot complex issues related to Windows, Microsoft 365, networking, line-of-business applications, and some macOS
- Administer and support Microsoft 365 services including Entra ID (Azure AD), Exchange Online, SharePoint, OneDrive, and Intune
- Assist with onboarding/offboarding of users and devices
- Support security initiatives (MFA, Conditional Access, endpoint protection)
- Perform root-cause analysis and document solutions clearly in HaloPSA (or the current PSA); follow and contribute to SOPs/KBs
- Field common billing or service questions and route requests appropriately
- Participate in projects, migrations, and system upgrades (remote and onsite) ; mentor and coach Level 1 technicians
Required Technical Skills
- Strong troubleshooting skills across Windows (Windows 10/11) and some macOS environments
- Microsoft 365 administration experience (Exchange Online, SharePoint/OneDrive, Entra ID/Azure AD); solid understanding of licensing/subscription concepts
- Proficiency configuring and troubleshooting Microsoft Office and supported email clients
- Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls, wireless)
- Comfortable using command line tools; needs strong PowerShell experience
- Experience with endpoint protection and security best practices (e.g., MFA, Conditional Access, antivirus/EDR)
- Experience with PSA/RMM tools and documentation platforms (HaloPSA preferred; MSP tool familiarity is a plus)
- Ability to manage multiple tickets while meeting SLAs, tracking time accurately, and work performed.
Ability to manage multiple tickets while meeting SLAs, tracking time accurately, and work performed.
Preferred Qualifications
- Prior experience at an MSP or in corporate IT support
- Microsoft certifications (MD-102, MS-102, AZ-104, or similar)
- Experience with Intune, Microsoft Defender, and Conditional Access
- Scripting or automation experience (PowerShell preferred)
- Growth and learning mindset—consistently seeking feedback, improving skills, and staying current with evolving technologies
- Maintains a home lab (homelab) and enjoys hands-on learning—building, testing, and tinkering with personal equipment/home systems
Performance Expectations
- Attendance is a requirement shift is 8 – 5 PST Mon – Fri with some weekends
- Consistently meet or exceed SLA targets
- Maintain high-quality ticket documentation
- Demonstrate ownership of issues through resolution
- Actively contribute to reducing recurring issues
- Exhibit professionalism in all client interactions
Compensation & Benefits
- Competitive compensation based on experience
- Medical and dental coverage
- Paid vacation/PTO and paid holidays
- Retirement plan with company match
- Training and certification support
- Career growth opportunities within a growing MSP
- Base compensation range $34-38/hr
How to Apply
Submit your resume and a brief cover letter outlining your experience and interest in the Level 2 Technician role.
