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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 IT Support Engineer - **Company:** Portola Systems, Inc. - **Location:** Santa Rosa, CA, United States - **Experience:** Starter - **Salary:** $75,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Systems Engineering, User Authentication, Microsoft Azure, Backup Devices, Microsoft Online Services, Cloud Computing, CompTIA Network+, System Configuration, Dynamic Host Configuration Protocol, Disaster Recovery, Domain Name System (DNS), Multi-Factor Authentication, Hyper-V, Network Security, Windows Servers, Networking Basics, Network Diagrams, Network Connections, Network Monitoring, Routing, Remote Access Technology, Cloud Services, Microsoft SharePoint, Single Sign-On, TCP/IP, Virtual Local Area Networks, Virtualization Technology, VMware VSphere, Computer Networking Systems, HybridCloud, Microsoft InTune, Information Technology, Network Support, 3-tier Architectures, Cloud Migration, Cisco, Vmware - **Published:** September 5, 2026 - **Apply:** https://jobs.wizehire.com/job/tier-2-it-support-engineer-in-santa-rosa-ca-us-3d828d31be1ca7a0 ## About the Role * 3+ years of experience in systems administration, infrastructure support, or managed IT services. * Strong experience supporting Microsoft 365 and Windows Server environments. * Hands-on experience with Active Directory, DNS, DHCP, Microsoft 365, Exchange Online, SharePoint Online, and Entra ID. * Experience with virtualization platforms such as VMware or Hyper-V. * Strong understanding of networking fundamentals, including TCP/IP, VLANs, routing, switching, and VPN technologies. * Demonstrated troubleshooting, root cause analysis, and problem-solving skills. * Strong technical documentation, organization, and time-management skills. * Excellent customer service and written and verbal communication abilities. * Ability to manage multiple tasks, projects, and competing priorities in a fast-paced environment. * Associate's degree or equivalent combination of education and relevant work experience. * Valid driver's license and ability to travel to client sites as needed. Preferred Experience * Microsoft Intune and Azure Administration. * VMware vSphere and related virtualization technologies. * Meraki, Cisco, Ubiquiti, Aruba, or comparable network platforms. * Datto products, backup platforms, endpoint security, and disaster recovery solutions. * Autotask or another PSA platform, together with RMM and NOC tools. * Cybersecurity best practices, secure network architecture, and hybrid cloud environments. * Prior experience working for a managed service provider. Preferred Certifications * Microsoft Certified: Azure Administrator Associate. * Microsoft 365 Administrator certification. * Cisco Certified Network Associate (CCNA). * CompTIA Network+ or Security+., Willing to relocate Do you have prior experience in IT Support? * No 1-2 years 3-5 years 5+ years Are you authorized to work in the United States? * ## Description Portola Systems is seeking a skilled and motivated Tier 2 IT Support Engineer to join our growing team. This role is primarily focused on supporting our Tier 1 Service Desk team, managing escalations, and resolving issues within systems and networking environments. The position serves as a critical link between the front-line Service Desk and our Tier 3 Systems and Network Engineering teams. The successful candidate will take ownership of escalated issues, validate system functionality, perform root cause analysis, and resolve the majority of incidents without requiring specialist intervention. The ideal candidate possesses strong technical troubleshooting skills, sound judgment, excellent communication abilities, and a commitment to thorough documentation. Strong interpersonal skills and a customer-focused mindset are essential. This is a hybrid position that requires occasional travel and on-site support when needed. You will work closely with our Service Desk, Systems Engineering, Security, and Network Engineering teams to support customer environments, assist end users, and deliver exceptional service. The ideal candidate is highly organized, technically curious, customer-focused, and capable of effectively balancing day-to-day support responsibilities in a fast-paced environment. Customer Support * Work directly with customers to troubleshoot issues and clearly communicate technical findings and solutions. * Proactively identify and escalate system, process, and infrastructure deficiencies uncovered during troubleshooting efforts to account managers and Tier 3 engineering teams. * Maintain accurate documentation, including network diagrams, system configurations, standard operating procedures and customer environment records. * Use PSA, RMM, and NOC tools to manage work, monitor environments, document activity, and support service delivery. * Participate in after-hours maintenance windows and on-call coverage as required. * Stay current on emerging technologies, industry best practices, product updates, and security standards. Systems Administration & Cloud Infrastructure * Administer and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, Entra ID, and Intune. * Support Windows Server environments, including Active Directory, DNS, Group Policy, and file and print services. * Basic troubleshooting of virtualization platforms, including VMware and Hyper-V. * Monitor and troubleshoot backup, disaster recovery, and storage solutions. * Troubleshoot operating system, application, authentication, and cloud service issues. * Assist with cloud migrations and hybrid infrastructure deployments. * Maintain and troubleshoot identity and security solutions, including single sign-on, multi-factor authentication, Conditional Access, and RADIUS authentication. Network Support * Troubleshoot network connectivity, performance, and reliability issues escalated by the Service Desk. * Escalate and collaborate with senior network engineers on complex networking incidents and projects. * Monitor network performance and respond to alerts. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)