IT Support Technician

About Black Mountain Dynamics

Black Mountain Dynamics (BMX) deploys, secures and supports IT for startups, venture-backed companies and growing organizations. We run network, identity, security and endpoint environments for clients across multiple sites, and we’re growing the Service Delivery team as those environments get more complex.

The role

You’ll be a primary resolver for client issues, onsite primarily in downtown San Francisco and other Bay Area locations. You’ll own Tier 2 tickets from intake to close, work directly with clients, and help deploy wired and wireless networking at client sites.

What you’ll do

• Help design and deploy wired and wireless networks. This covers switch, firewall and WiFi configuration, network audits and site surveys, and post-install validation.
• Own Tier 2 tickets and incidents across end-user devices, SaaS, identity, networking, monitoring alerts and security events. Document troubleshooting, client updates and resolution in HaloPSA, and escalate with clear context when something needs escalation.
• Administer client platforms including JumpCloud, Microsoft 365, Google Workspace, SentinelOne, Splashtop. Day to day, that means MFA and access changes, user and device management, mailbox and shared drive permissions, and other administrative platforms.
• Configure and troubleshoot SSO/SAML, SCIM and JIT provisioning. Support MDM for Macs and mobile devices, including Apple Business Manager enrollment.
• Cover NOC shifts. Triage PRTG alerts, tie them to actual client impact, and flag noisy alerts for cleanup.
• Assist with security alert investigations using SentinelOne, firewall logs and SIEM tools, following our incident response process.
• Keep network documentation up to date on Hudu with environment notes, network diagrams, survey reports and SOPs, and call out repeat issues that should be fixed at the source.
• Help Tier 1 technicians with troubleshooting direction and ticket quality.

How we work

• Keep clients and teammates updated.
• Move quickly, but operate with intention and clarity and consider impact before changing client systems.
• Ask for help early when you’re stuck or overloaded.
• Use least privilege and handle client data carefully.
• Focus on resolving the problem first. Identifying fault is considered after problem resolution.

Required

• 2+ years in an MSP, MSSP, IT support, network support or security operations role
• Hands-on LAN/WLAN deployment with switches, access points and firewalls
• Microsoft 365 and/or Google Workspace administration
• Experience with an identity platform (JumpCloud or similar), an EDR tool, and network monitoring (PRTG, Auvik or similar)
• Working knowledge of VPN, VLANs, NAT/PAT, DNS, DHCP, IP addressing, and Wi-Fi concepts like 802.1x, client isolation and channel planning
• Able to resolve Tier-2 issues on your own and explain things clearly in writing and on calls

Nice to have

• HaloPSA or another MSP ticketing platform
• Wireless survey tools such as Hamina or Ekahau
• Firewall policy and log review
• Experience mentoring junior technicians
• CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or a degree in networking, cybersecurity or computer science

Working conditions

• Regular onsite work in San Francisco for client support, deployments and wireless surveys. Occasional travel to other Bay Area client sites, and possibly other U.S. locations.
• Scheduled NOC/on-call rotation, plus occasional evening or weekend work for maintenance windows, deployments and incidents.

Benefits

Performance bonuses, health/dental/vision, 401(k) with company match, certification reimbursement, PTO and company holidays, and flexible work arrangements where applicable.

Growth

As BMX grows, this role can lead to Tier-3 Engineer, Infrastructure Architect, Security Engineer or Technical Team Lead.