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Level 2 IT Support Technician (Service Desk)

Spire Technologies, Inc. • Full-time • Remote (Portland, Oregon Metropolitan Area, US) • 4m ago

Calling All Nerds, Geeks, and Tech Superstars

Location: Portland, OR (Remote, occasional onsite work required)

Do You…

Love solving complex technical problems?
Enjoy diving into Microsoft 365, networking, and security challenges?
Like helping people and explaining technology in a way that’s clear and approachable?
Tinker with tech outside of work just because you enjoy it?

If so, we think you might be a good fit for us.

Who We Are (The SpireTech Team)

SpireTech is a growing Managed Service Provider (MSP) helping professional services firms modernize their business through secure, cloud-first technology. We have been local to the Portland area since 1993 and value the human side of business, both with our clients and our employees.

What Makes Us Different

Remote-forward work environment: We love tech and we think it’s making us more connected than ever. Our employees work remotely. Your role will require occasional onsite work at client offices.
Empowered by tech: We’re always looking for ways to make our employees’ lives easier. We use modern tools so that our team can focus more on high-value work.
Respectful and Friendly Work Environment: Our team is friendly and welcoming! We also emphasize to our clients that they give the same level of respect to us that we give them.
Future-forward: SpireTech has been in the tech sector for 33 years and is counting. Our adaptability and willingness to change means we always take advantage of new tech as it comes out.

Our Culture & Values

At SpireTech, we live our culture every day, and it is baked into how we do business. These are our company values:

Helpful and Professional: We bring a positive attitude, communicate clearly, and take ownership to see issues through to resolution.
Proactive: We address issues early, prevent problems, and continuously look ahead to protect our clients.
Curious and Adaptable: We ask questions, keep learning, and adjust quickly as technology evolves.
Integrity and Resilience: We do what’s right, stay accountable, and push through challenges with determination.

Role Summary

As a Level 2 Technician, you are a key escalation point and problem solver for more complex issues. You bridge frontline support and deeper technical expertise while helping elevate the entire service team.

This role requires strong technical skills, clear communication, ownership mindset, and the ability to consistently deliver high-quality client experience.

Key Responsibilities

Provide professional, customer-focused support via phone, email, and remote tools
Resolve escalated issues from Level 1 technicians with efficiency and accuracy
Troubleshoot across Windows, Microsoft 365, networking, and core business systems
Administer Microsoft 365 services including Exchange Online, Entra ID, SharePoint, OneDrive, and Intune
Support onboarding and offboarding of users and devices
Implement and support security measures such as MFA, Conditional Access, and endpoint protection
Perform root cause analysis and document solutions clearly in the PSA
Participate in projects, migrations, and process improvements
Mentor Level 1 technicians and contribute to team growth
Maintain accurate ticket documentation and time tracking

How You Fit into Our Process

You’ll play a key role in delivering our structured service model:

VIP Support: Respond, diagnose, resolve, and ensure client satisfaction
Customer Success: Support onboarding, ongoing engagement, and improvements
NOC Operations: Assist with monitoring, patching, backups, and security
Continuous Improvement: Help refine SOPs, automation, and documentation

Required Technical Skills

Strong troubleshooting skills in Windows environments (macOS exposure is a plus)
Microsoft 365 administration (Exchange, SharePoint, OneDrive, Entra ID)
Networking fundamentals (DNS, DHCP, VPNs, firewalls)
Security best practices (MFA, endpoint protection)
PowerShell or command-line experience
Ability to manage multiple priorities while meeting SLAs

Preferred Qualifications