Level 2 IT Support Technician (Service Desk)

Role Overview

SpireTech is seeking a Level 2 IT Support Technician to act as an escalation point for more advanced technical incidents. In this position, you will connect first-line support with deeper technical problem-solving while contributing to a consistently strong client experience.

This opportunity is with a growing managed service provider that has served the Portland area since 1993 and supports professional services organizations with secure, cloud-focused technology. The company places a strong emphasis on respect, accountability, curiosity, and delivering helpful service.

Work Environment

This is a remote-forward position based in the Portland, OR metropolitan area. Team members primarily work remotely, but the role does require occasional on-site visits at client offices.

The organization values modern tools, a friendly and respectful culture, and a willingness to adapt as technology changes. Employees are encouraged to think proactively, learn continuously, and take ownership of client issues.

What You Will Do

You will provide customer-oriented technical support, resolve escalated tickets from Level 1 technicians, and troubleshoot issues across Windows, Microsoft 365, networking, and business-critical systems. The role also includes administering Microsoft 365 services, supporting user and device onboarding and offboarding, and helping implement security controls such as multifactor authentication and endpoint protection.

In addition, you will document troubleshooting steps and resolutions clearly, participate in migrations and process improvements, mentor junior technicians, and help improve service delivery through better procedures and documentation.

Service Delivery Focus

• Deliver timely support through phone, email, and remote access tools.
• Handle escalated incidents accurately and efficiently.
• Contribute to VIP support, customer success, monitoring operations, and continuous improvement efforts.
• Support patching, backups, security tasks, SOP refinement, and automation initiatives.

Technical Environment

The work includes Microsoft 365 administration such as Exchange Online, Entra ID, SharePoint, OneDrive, and Intune, along with troubleshooting in Windows environments. Exposure to macOS is considered helpful. You should also understand core networking concepts like DNS, DHCP, VPNs, and firewalls, and be comfortable using PowerShell or command-line tools.

Required Skills and Experience

Success in this role requires solid troubleshooting ability, strong communication, and the discipline to manage multiple priorities while meeting service-level commitments. The company is looking for someone who can investigate root causes, document work thoroughly in the PSA, and take responsibility for seeing problems through to resolution.

Preferred background includes prior managed service provider experience, Microsoft certifications such as MD-102, MS-102, or AZ-104, and hands-on exposure to Intune, Microsoft Defender, or automation. A strong curiosity for technology and independent experimentation through homelabs or personal projects is also valued.

Performance Expectations

• Meet or exceed SLA targets.
• Keep ticket notes and time records accurate and complete.
• Own issues until they are fully resolved.
• Help reduce repeat problems through root-cause analysis.
• Provide a professional and consistent client experience.

Compensation and Benefits

• Pay range of $34 to $38 per hour, based on experience.
• Medical and dental insurance coverage.
• Paid time off and paid holidays.
• Retirement plan with company matching contribution.
• Support for training and certifications.
• Career growth opportunities within an expanding MSP.

About the Company

SpireTech is a long-established technology services firm that supports professional services businesses with modern, secure, cloud-first solutions. The team emphasizes the human side of business and aims to create a respectful, collaborative environment for both clients and employees.