System Administrator (Tier 2 Technician)

• Manage and resolve escalated tickets from Tier 1 within SLA timelines.
• Perform onsite and remote network administration tasks.
• Maintain and troubleshoot MSP management systems (ConnectWise, NinjaOne, ITGlue).
• Provide technical support for operating systems, applications and hardware issues.
• Document solutions and create/update knowledge base articles to reduce further escalations.
• Assist in implementing technology solutions, including VoIP, video conferencing and security tools.
• Train Tier 1 staff and other stakeholders on technical processes.
• Perform light scripting and automation for routine tasks.
• Communicate clearly with clients of various businesses through phone, email, chat and in-person; maintain an empathetic approach.

• Minimum 3 years of experience in a similar role
• Excellent problem solving and critical thinking skills
• Highly Organized and Self-Motivated
• Sense of urgency
• Detail-oriented
• Ability to work in a fast-paced environment
• Possess excellent interpersonal and customer service skills
• Strong written and verbal communication skills

Pulled from the full job description

• 401(k) matching
• Vision insurance
• 401(k) 3% Match
• Dental insurance, Health / dental / vision / life 401k plan with 3% match after one year of employment Company-wide discounts on hotel rooms and restaurants