IT Support Engineer

Black Mountain Dynamics LLC

Job Overview

Location

Job Type

Full-time

Full Job Description

📋 Description

• IT Support Engineer (Tier 2 / Primary Resolver) at Black Mountain Dynamics LLC, responsible for owning and resolving escalated technical issues across client environments, ensuring high-touch service delivery and operational resilience.
• Day-to-day responsibilities include owning Tier 2 tickets from intake to closure, troubleshooting end-user systems, SaaS platforms, identity, networking, endpoint security, and monitoring tools, documenting all steps in HaloPSA, and maintaining clear client communication.
• The Service Delivery team supports startups, venture-backed companies, and growing organizations by designing, deploying, and operating reliable network, security, identity, and endpoint environments with a focus on security, performance, documentation, and high-touch service.
• In this role, you will develop deep expertise in IT operations, identity management (JumpCloud, SSO/SAML), network troubleshooting, security incident response, and process improvement, while mentoring Tier 1 engineers and contributing to team knowledge sharing and SOP development.

🎯 Requirements

• Minimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment
• Strong troubleshooting skills across endpoint, SaaS, identity, networking, monitoring, and security tools
• Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery
• Working knowledge of Microsoft 365 and/or Google Workspace administration, JumpCloud or similar identity management platform, endpoint security/EDR tools, network monitoring tools (PRTG, Auvik, etc.), and firewall/VPN/VLAN/NAT/PAT/DNS/DHCP/Wi-Fi troubleshooting concepts
• Ability to independently resolve Tier 2 issues and escalate with clear technical context when needed
• Strong written and verbal communication skills
• Ability to manage multiple priorities while maintaining accurate ticket notes and client updates
• Willingness to participate in NOC, on-call, after-hours, or maintenance window support as needed

🏖️ Benefits

• Competitive salary commensurate with experience
• Performance-based bonuses
• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Professional development opportunities and certification reimbursement
• Paid time off and company holidays
• Flexible work arrangements where applicable

Skills & Technologies

Remote

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Black Mountain Dynamics LLC

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About Black Mountain Dynamics LLC

Black Mountain Dynamics is a technology company focused on developing advanced AI and machine learning solutions. They specialize in creating sophisticated software for complex problem-solving, particularly in areas requiring high-level data analysis and predictive modeling. Their work often involves applications in defense, intelligence, and other sectors where cutting-edge computational capabilities are essential. The company aims to leverage AI to enhance decision-making, optimize operations, and provide strategic insights for their clients. They are committed to pushing the boundaries of artificial intelligence research and development to deliver innovative and impactful technological advancements.

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