Tier 2 - Support Administrator

The Support Administrator - Tier 2 handles intermediate-level service requests, proactive daily tasks, and user lifecycle management across multiple managed services customers. This role owns the execution of onboarding and offboarding workflows, daily environment health checks, and workstation deployments, while also supporting Tier 1 escalations and taking on tickets that require deeper application and platform knowledge. Tier 2 technicians are expected to manage assigned accounts with a high degree of ownership and professionalism., * Perform full user onboarding and offboarding in Microsoft 365 and Active Directory, including account creation, license assignment, group membership, and mailbox configuration.

• Conduct daily backup health checks using Datto BCDR; identify and remediate failed or incomplete backups.
• Image, configure, and deploy workstations and laptops for new users across customer environments.
• Set up and configure hardware including workstations, monitors, and Getac rugged tablets.
• Troubleshoot and remediate Bitdefender GravityZone agent installation failures and endpoint protection gaps.
• Manage Microsoft 365 license assignments, renewals, and audits across customer tenants.
• Troubleshoot Microsoft 365 directory synchronization errors (Azure AD Connect) and escalate persistent issues to Tier 3.
• Resolve SharePoint drive access and mapping issues for end users.
• Configure and troubleshoot printer and scanner changes including scan-to-email reconfiguration.
• Process email quarantine requests and review spam filtering settings in Microsoft 365 and Cisco Secure Email.
• Maintain ConnectWise PSA records including board maintenance, agreement tracking, and proactive task completion.
• Produce recurring client deliverables such as monthly firewall reports and environment health summaries.
• Provide support for line-of-business applications including Epic, Oden PT, and other customer-specific platforms.
• Handle Tier 1 escalations and clearly document findings and resolution steps in ConnectWise.
• Meet SLA targets and maintain high standards of ticket documentation across all assigned accounts.

• Proficient in Microsoft 365 administration including Exchange Online, Teams, SharePoint, OneDrive, and Azure Active Directory.
• Hands-on experience with Active Directory including user management, group policies, and OU structure.
• Familiarity with backup platforms, preferably Datto BCDR, including health monitoring and basic restore procedures.
• Working knowledge of endpoint security tools including Bitdefender GravityZone or similar platforms.
• Experience imaging and deploying workstations using standard tools and procedures.
• Ability to manage multiple customer accounts simultaneously while maintaining quality and SLA compliance.
• Clear written and verbal communication skills for both technical peers and end users.
• Experience with ConnectWise PSA or similar ticketing and PSA platforms.

Required/Preferred Experience:

2-4 years of professional IT support experience with demonstrated competency in Microsoft 365 administration and endpoint support. Experience in a Managed Services Provider environment strongly preferred.

Required/Preferred Education:

Bachelor's degree in an IT-related field, equivalent professional experience, or completion of a professional IT training program. Microsoft 365 Fundamentals (MS-900), Microsoft 365 Administrator (MS-102), or CompTIA Network+ preferred.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Technology Group Solutions (TGS), founded in 2005, is a woman-minority owned business holding certifications in MBE/WBE/WOSB. TGS is a full-service IT Integrator with specialties in all aspects of today's technology-centric business environments, from enterprise data center infrastructure and platforms to end-user devices. By leveraging strategic partnerships with all major technology manufacturers, complemented with in-house expertise to design, implement, and train on solutions, TGS serves its clients as a trusted advisor and strategic provider of comprehensive IT solutions that deliver tangible value.