IT Support Specialist, Tier 2

Description Keeper Security is hiring an IT Support Engineer, Tier 2 to join our IT team and provide advanced technical support for employees, office infrastructure and on-site systems at our El Dorado Hills, CA location. This role requires candidates to be local to the El Dorado Hills area and work on-site a minimum of 3 days per week, with additional on-site coverage as needed for projects, incidents or infrastructure support. Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and help maintain the reliable, secure technology environment that supports Keeper’s employees and business operations. About Keeper Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com. About the Job The IT Support Engineer, Tier 2 will report to the Director of IT and provide advanced end-user support while serving as a key on-site technical resource for Keeper’s El Dorado Hills office. This role will handle escalated support issues across hardware, software, identity, networking and endpoint systems while also supporting physical IT infrastructure including server racks, network equipment and on-site servers. You will work closely with Tier 1 support, senior IT resources and third-party vendors to resolve issues, maintain office technology and support IT projects. The ideal candidate is comfortable troubleshooting beyond standard desktop support and can move between end-user issues and hands-on infrastructure work in a fast-paced environment. Responsibilities

Provide Tier 2 technical support for escalated hardware, software, endpoint, identity and access issues Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office Install, configure, troubleshoot and maintain Windows and macOS workstations, laptops, mobile devices and related peripherals Support physical IT infrastructure including server racks, on-site servers, network switches, cabling, UPS systems and related equipment Assist with rack-and-stack activities, hardware replacement, server maintenance and basic infrastructure troubleshooting Support office network connectivity including wired and wireless access, DNS, DHCP, VPN and basic network troubleshooting Troubleshoot user access, authentication, MFA, account provisioning and identity-related issues Support employee onboarding and offboarding, including device provisioning, access changes and asset coordination Escalate complex infrastructure, security or systems issues to Tier 3 resources while providing clear troubleshooting documentation Monitor, triage and resolve IT service requests and incidents in accordance with internal service expectations Maintain accurate IT asset records and conduct regular inventory audits Assist with endpoint management, software deployment and device configuration through MDM and related management platforms Support office-based technology including conference room systems, printers, access control and other workplace systems Partner with third-party vendors and service providers on infrastructure, network and hardware-related projects Maintain technical documentation, troubleshooting procedures and knowledge base articles Mentor Tier 1 support team members and assist with escalation handling and technical guidance Participate in IT projects involving endpoint deployment, network upgrades, office infrastructure and system improvements Use AI-assisted tools such as Gemini, ChatGPT or similar platforms to improve troubleshooting, documentation and workflow efficiency Provide occasional after-hours support for critical office or infrastructure issues as needed

Requirements

3+ years of experience in IT support, desktop support, systems support or a related technical role Experience providing Tier 2 or escalated technical support in a business environment Strong hands-on experience supporting Microsoft Windows and macOS environments Experience working with physical servers, server racks, switches, cabling or other on-site IT infrastructure Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking Experience troubleshooting hardware, operating systems, software, user access and connectivity issues Familiarity with enterprise identity and access concepts including MFA, user provisioning, groups and permissions Experience provisioning and supporting laptops, desktops, mobile devices and common productivity applications Familiarity with cloud-based platforms such as Google Workspace, Microsoft Azure or similar technologies Familiarity with endpoint management or MDM platforms Strong troubleshooting, analytical and problem-solving skills Strong written and verbal communication skills with a customer-service mindset Ability to work independently on-site and determine when issues require escalation Ability and willingness to use AI-assisted tools effectively to improve troubleshooting, documentation and day-to-day IT operations Ability to lift up to 50 pounds and safely move, install or replace IT hardware as part of regular job duties Must reside within reasonable commuting distance of Keeper’s El Dorado Hills, CA of