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Black Mountain DynamicsPosted 10/21/2026full-timeSan Francisco • California • United StatesJuniorMid-Level💰 $120,000 - $145,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving Tier-2 incidents across various platforms, including endpoint, SaaS, and network environments. Proficient in administering Microsoft 365, Google Workspace, and identity management tools while ensuring robust network security and client communication.
Highest-signal resume keywords
Troubleshooting SkillsMicrosoft 365 AdministrationLAN/WLAN Infrastructure DeploymentEndpoint Security ToolsNetwork Monitoring Tools
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own and resolve Tier-2 tickets and incidents from intake through closure
- Troubleshoot end-user systems, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events
- Document troubleshooting steps, client communication, next actions, and resolutions in HaloPSA
- Administer and troubleshoot JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, Microsoft 365, Google Workspace, and related tools
- Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting
- Support Microsoft 365 and Google Workspace permissions, shared drives, mailbox access, exports, and basic PowerShell-supported tasks
- Design, plan, implement, configure, and validate LAN and WLAN infrastructure
- Deploy and validate enterprise Wi-Fi, including site surveys, AP placement, RF tuning, and post-deployment validation
- Apply firewall rules, VLAN segmentation, access controls, and baseline network security practices
- Triage monitoring alerts and correlate them with client impact, switches, firewalls, ISPs, and environmental issues
- Participate in NOC shift coverage and act as an escalation point for Tier-2 issues
- Support investigation and response for security alerts, endpoint detections, and suspicious activity
- Assist with detection, containment, remediation, and escalation using endpoint, firewall, SIEM, monitoring, and ticket-history data
- Configure and troubleshoot identity workflows, SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertions
- Assist with MDM policies for Macs and mobile devices, Apple DEP/ABM, device enrollment, and encryption enforcement
- Maintain documentation in Hudu and HaloPSA, including troubleshooting notes, network diagrams, wireless survey reports, and SOPs
- Identify recurring issues and workflow gaps and recommend process improvements
- Assist Tier-1 engineers with troubleshooting direction, ticket quality, escalation readiness, and customer communication
- Share knowledge through documentation, ticket notes, internal discussions, and coaching
- Participate in team collaboration, shift handoffs, and operational reviews
- Keep clients and internal stakeholders informed and follow issues through resolution
- Protect client data and systems using least privilege, secure handling, and operational security practices
Requirements
What you’ll need- 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
- Hands-on experience deploying and configuring LAN and WLAN infrastructure, including switches, access points, and firewalls
- Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery
- Experience with Microsoft 365 and/or Google Workspace administration
- Experience with JumpCloud or similar identity management platform
- Experience with endpoint security / EDR tools
- Experience with network monitoring tools such as PRTG, Auvik, or similar
- Knowledge of firewall, VPN, VLAN and segmentation, NAT/PAT, DNS, IP addressing, DHCP vs. static assignments, and Wi-Fi troubleshooting concepts including 802.1x, isolation, channels, and frequency optimization
- 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
- Must be based in San Francisco or the North Bay
- Reliable means to travel into San Francisco regularly for client-site support
- Availability during core support hours and participation in scheduled NOC or on-call rotation
- Willingness to work occasional evenings or weekends
- Ability to perform onsite network work, including lifting equipment up to 50 lbs and working from ladders, with or without reasonable accommodation
- Willingness to complete a background check after a conditional offer
- Bachelor's or Master's degree in Networking, Cybersecurity, Computer Science, or a related field is desired
- Experience with HaloPSA or similar MSP ticketing platforms, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, Pax8, or similar platforms is desired
- Experience with wireless planning and survey tools such as Ekahau or Hamina is desired
- Experience configuring or troubleshooting SSO/SAML, SCIM, JIT provisioning, MDM, Apple Business Manager, or device enrollment workflows is desired
- Firewall policy review, VPN troubleshooting, NAT/PAT rules, and log review experience is desired
- Experience mentoring junior technicians or assisting with escalation management is desired
- Experience creating SOPs, technical diagrams, client environment documentation, or troubleshooting playbooks is desired
- CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or equivalent practical experience is desired
Benefits
Comp & perks- 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
- Opportunities to grow into broader technical leadership positions
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingNetwork Security PracticesLAN ConfigurationWLAN ConfigurationIdentity ManagementSaaS AdministrationFirewall ConfigurationEndpoint TroubleshootingPowerShellDocumentation
Soft Skills
Written CommunicationVerbal CommunicationMulti-Priority ManagementTeam CollaborationCoaching
Tools & Technologies
HaloPSAJumpCloudSentinelOnePRTGSlackSplashtopGoogle WorkspaceMicrosoft 365EkahauHamina
Certifications & Qualifications
CCNACCNPCWNANetwork+Security+PCNSA
Industry Keywords
MSPMSSPIT SupportNetwork SupportSecurity OperationsNOCSOPsMDMSSO/SAMLVPN