It System Administrator

Role Summary

We are hiring an IT Systems Administrator ( Tier 2) to deliver high-quality technical

support for managed services clients. You will handle escalations from Tier 1, own tickets

through resolution, and collaborate with Tier 3, Centralized Services, and Monitoring

teams.

Key Responsibilities

• Resolve Tier 2 incidents and requests end-to-end (ownership, communication,

documentation).

• Troubleshoot Windows 10/11 endpoints, printers, common business applications,

and remote access tools.

• Microsoft 365 support: Exchange Online basics (mail flow checks, shared

mailboxes, permissions), Teams troubleshooting, SharePoint/OneDrive sync and

access issues, licensing/user administration.

• Identity support: Active Directory and Entra ID fundamentals (account lockouts,

group membership, access issues, MFA resets, sign-in troubleshooting; conditional

access awareness).

• Network troubleshooting: DNS/DHCP, VPN, Wi-Fi connectivity, basic

routing/switching concepts; escalate complex network issues appropriately.

• Server troubleshooting (basicintermediate): Windows Server services and event

logs, file/print access, patching impacts; basic virtualization awareness and

escalation readiness.

• Support local office users as needed (hands-on troubleshooting, device swaps,

peripherals, meeting room basics).

• Support/troubleshoot IP-based devices (e.g., IP cameras/NVR access/connectivity,

PoE basics, network reachability) and coordinate vendor/Tier 3 escalations when

needed.

• Maintain strong ticket hygiene in the PSA: accurate notes, time entries,

troubleshooting steps, and closure summaries.

• Contribute to KB/SOP documentation and help reduce repeat issues.

Required Qualifications

• 6–10 years in IT support (MSP experience preferred) with proven Tier 2

troubleshooting capability.

• Strong knowledge of Windows 10/11, Microsoft 365, AD/Entra ID identity

concepts, and network fundamentals (DNS/DHCP/VPN/Wi-Fi).

• Strong communication and customer service skills; able to set expectations and

follow through.

• Ability to prioritize and manage multiple tickets in an SLA-driven environment.