Help Desk Tier 2 - Support Administrator

Job Description:

Provides on-site and remote IT support for assigned tickets. Handle technical issus escalated from Tier 1. Work across desktops, servers, cloud services, and networking equipment. Troubleshoot, resolve problems and provide clear communication to clients.

Job responsibilities:

- Ticket Management: Manage and prioritize incoming support tickets through ConnectWise PSA. Follow up on all open and overdue tickets to ensure timely resolution.
- Escalation Handling: Serve as the first point of escalation for Tier 1. Resolve advanced issues or coordinate with Tier 3 and Solution Architects when necessary.
- Remote and On-Site Support: Provide remote support using NinjaOne RMM, ScreenConnect, and other tools. Perform on-site visits if required.
- Troubleshooting: Resolve software, hardware, and system issues including Windows 10, Windows 11, M365, Azure, networking devices (Fortinet, Meraki), and peripherals.
- Cloud & Identity Management: Administer and support Microsoft 365, Azure AD, JumpCloud. Handle user accounts, mailbox management, permissions, and troubleshooting.
- Networking: Monitor, configure, and troubleshoot network devices, including Fortinet and Meraki products.
- Cybersecurity: Use Bitdefender and other tools to identify and resolve security issues. Respond to malware and virus incidents.
- Documentation: Record troubleshooting steps and solutions in ConnectWise PSA. Contribute to the knowledge base as needed.
- On-Call Support: Participate in the on-call rotation (approximately once every six weeks) to handle critical issues outside of business hours.

Required skills:
- Problem-solving and troubleshooting skills.
- Ability to explain technical concepts clearly to clients.
- Experience with Windows 10, Windows 11, M365, Azure, Fortinet, Meraki, and JumpCloud.
- Familiarity with ConnectWise PSA, NinjaOne, ScreenConnect, and Bitdefender.
- Understanding of Active Directory, Azure AD, DNS, DHCP, VPNs, VLANs, and common network troubleshooting tools.
- Experience with file share permissions, drive mappings, and printers.

Required Experience/Education
- Approximately 3 years of IT support experience, including Tier 2 support.
- Experience in an MSP environment preferred.
- Associate’s degree in IT or completion of a relevant training program preferred.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are preferred.

Job Type: Full-time

Benefits:

• 401(k) matching
• Life insurance

Work Location: In person