IT Support Specialist, Tier 2

About the role

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 office and be able to work on-site a minimum of 3 days per week

Preferred Qualifications

Experience supporting Windows Server or Linux server environments

Experience with rack-and-stack, server hardware maintenance or data center / server room support

Familiarity with Microsoft Intune, Kandji or similar endpoint management platforms

Experience supporting Active Directory, Microsoft Entra ID, Okta or similar identity platforms

Experience with switches, firewalls, wireless access points or other network infrastructure

Familiarity with virtualization technologies such as VMware or Hyper-V

Experience supporting office AV, conference room or physical access systems

Relevant CompTIA, Microsoft, networking or IT support certifications

Experience working in a security-conscious or compliance-driven environment

Benefits

Medical, Dental & Vision (inclusive of domestic partnerships)

Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life

Voluntary Short/Long Term Disability Insurance

401K (Roth/Traditional)

A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)

Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Exempt

Keeper Candidate Privacy Notice

This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).

1. Data We Collect

Information You provide:

Contact details, CV/resume, cover letter

Employment history, qualifications, work eligibility

Application responses and uploaded documents

Information We generate:

Interview notes, assessments, communications

Scheduling information

Information From Others:

Recruiter/referral information who submit your profile

References (with your consent, before final offer)

Public professional profiles

Background verification (post offer)

Voluntary Diversity and Equal Opportunity Information

We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements

2. How We Use Your Data

Assess your application and suitability

Manage interviews and recruitment workflow

Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)

Comply with employment law obligations

3. Legal Basis

Legitimate Interests (recruitment management, security and integrity of the hiring process)

Contracting steps (for progressed candidates)

Legal and regulatory compliance obligations; explicit consent where required

4. Who We Share Information With

Internal:

HR, hiring managers, interviewers*, IT support for system administration

*Note - diversity and equal opportunity data is not shared with hiring managers.

Third Parties:

Service providers who assist with:

Applicant tracking, recruitment systems and assessment providers

Background verification vendors (post offer)

Recruitment agencies (where applicable)

Tools to support communication, collaboration and to securely store your data

Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.

5. International Transfers

Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.

6. Security

We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.

7. Retention

We keep your data for 24 months from your last application activity, then delete or anonymize it.

Exceptions:

You opt into our talent database for further retention by providing consent (extended retention)

You're hired (transfers to employee records)

8. Your Rights

You have the following rights and can contact us at the email below to exercise them:

Access, correct, or delete your data, subject to applicable law and retention requirements

Object to or restrict processing

Withdraw consent (where applicable)

Request data portability

Lodge a complaint with your data protection authority

If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.

When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.

9. Automated Decisions

Keeper does not make hiring decisions using solely automated processing.

10. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com