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.

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Spire Technologies, Inc. jobs

IT Support Technician (L2) / Service Desk Technician