Benefits:

Company parties

Competitive salary

Free food & snacks

Opportunity for advancement

Paid time off

Training & development

Department: Service Desk Location: Glen Allen, VA (On-site) Reports To: James Brewer

Role Summary:

The Tier 2 Systems Administrator serves as a technical escalation point for Tier 1 and Tier 1.5 support staff. This role requires advanced troubleshooting skills, autonomy in handling complex tickets, and the ability to deliver long-term solutions. The Tier 2 technician is expected to work independently, occasionally on client sites, and may be involved in light project-based work such as Office 365 deployments for small teams.

Responsibilities and Duties:

Manage and resolve Tier I & II support tickets with minimal supervision.

Research and determine root causes of recurring issues.

Provide deskside support and handle hardware-related problems.

Perform light project-based work, including software deployments and system upgrades.

Maintain documentation for all technical procedures and resolutions.

Communicate clearly and effectively with end users and internal teams.

Collaborate with Tier 1 staff and Team Leads to ensure timely ticket resolution.

Monitor and update ticket statuses daily, ensuring all time and actions are logged.

Technical Skills Required:

Proficiency in server administration, virtualization (VMware, Hyper-V), and networking.

Experience with public/private cloud environments and cybersecurity protocols.

Familiarity with M365, Entra ID, Fortinet, Ubiquiti, Meraki, and PfSense.

Ability to perform break/fix tasks and support backend infrastructure.

Qualifications:

Minimum 2–5 years of experience in IT support, preferably within an MSP environment.

Strong troubleshooting and documentation skills.

Excellent customer service and communication abilities.

Key Results Areas (KRAs):

Customer Satisfaction: Create raving fans by resolving issues efficiently and empathetically.

Technical Growth: Demonstrate continuous improvement in technical knowledge and problem-solving.

Team Contribution: Support team members and contribute to overall service desk performance.

Documentation: Maintain clear and concise records of all technical actions and communications.