Support Technician Tier 2 (SLC, Utah)

    • Job Tracking ID: 85461-322122
    • Job Location: Salt Lake City, UT
    • Job Level: Any
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: 06/16/2021
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
Invite a friend
facebook LinkedIn Twitter Email

Job Description

Is working for a company on cutting-edge cyber security, Artificial Intelligence, Machine Learning, and Big Data Analytics seem exciting to you?  Do you want to work at a company where you can make a huge difference? If you are someone that wants to grow and learn new things, while helping to manage our customers’ requests and driving resolution in a fast-paced environment, then you may be the perfect candidate!

The Support Technician Tier 2 initiates the delivery of services to customers. The Support Technician Tier 2 is responsible for managing the day-to-day Service Desk activities to assure timely service delivery and customer support with a high degree of quality.  This role entails adhering to policies and procedures designed to ensure repeatability of consistently high service performance and quality; monitors incident and request status, and receives customer feedback internally and externally to develop continual service improvement processes.  You'll work to resolve internal and external customer ticket requests.  You’ll be in the thick of the action by interacting with customers, identifying issues, resolving those issues, and escalating any issues you can’t solve. The Support Technician Tier 2 will also implement tools, leverage knowledge bases all while learning and expanding your troubleshooting skills.

You will be a key contributor as you work with all aspects of our company from Security Operations to IT Operations. You will also have many opportunities to grow your knowledge and hone your technical skills as you learn to work with our varied security devices and learn how a log becomes an actionable alert. There are even career opportunities to grow your career into a cyber security position.

Security On-Demand (SOD) is the leading innovator in the industry for threat Management, Detection, and Response (MDR).  Founded in 2001, Security On-Demand is an industry pioneer and recognized innovator within the managed security industry and has been recognized throughout the years for its industry thought leadership, services innovation, and technology leadership. Our company’s mission is to relentlessly protect our clients against cyber-security threats with trailblazing technology and a thriving team to achieve operational excellence, trusted partnerships, and exceptional service.


Experience and Skills

An excellent background for this role would include experience in the areas of:

  • Two to three + years relevant experience with Service Desk with a technology focus. 
  • Creating service tickets for customers using ServiceNow. ServiceNow experience a plus.
  • Managing the Service Desk ticket queue
  • Proven ability to think quickly and react appropriately to stressful situations
  • Basic server understanding of Linux and Windows operating environments
  • Procedure development
  • Good communication skills both written and verbal 
  • Managing inventory and asset allocation

*This is a hybrid position. The employee may spend two to three days per week in the office and the other days can work from home.

Job Benefits

We offer opportunities for promotion, training, and a long-term career path for highly motivated individuals. For our regular employees we offer the following benefits:

  • Medical insurance HMO, PPO, and HDHP with HSA
  • Dental insurance HMO and PPO
  • Vision
  • Employer-paid Life insurance & AD&D
  • 401(K) with an employer match
  • Employee stock option program
  • Time to volunteer and do community service (post covid)
  • Employee referral bonus
  • Virtual social events sponsored by the company
  • Generous PTO package and more!

At Security On-Demand, we work hard and play hard. We believe in a work-life balance as well.  Pre-COVID days, you would enjoy our monthly sponsored social events and service opportunities that develop camaraderie and teamwork. Activities and events ranged from volunteering at the local food bank, family bowling night, Escape Rooms, Holiday parties, office potlucks, San Diego Padres Games, and informal get-togethers.  Now in COVID days, the company sponsors virtual events such as monthly birthday celebrations, St. Patrick's, Halloween, and our annual Holiday Party / White Elephant.

Visit our career page for more information on our comprehensive benefit offerings, including company ownership through Incentive Stock Options.

If this sounds like the perfect opportunity for you, click on APPLY NOW.


Security On-Demand is an Equal Employment Opportunity Employer.

Due to the nature of the data we handle, a comprehensive background check is required for this position.

U. S. citizenship is required. Applicants selected may be subject to a security investigation and must meet eligibility requirements for access to sensitive information.