Managed Services Admin

Description:

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

We are looking to have a Managed Services Admin to join our team remotely.

The Managed Services Admin plays a crucial role within the Technical Operations Center team, serving as the primary point of contact for all Tier 1 customer support across product offerings. This position is responsible for delivering best-in-class customer service by ensuring efficient and timely resolution of escalated cases and scheduled change requests. As a key escalation resource, this role provides guidance and mentorship to Tier 1, fostering a collaborative and high-performing support environment.

Functions/Responsibilities:

• Act as an escalation resource for Tier 1 support, independently troubleshooting and resolving moderately complex system-related incidents and service requests, while assessing issue complexity and impact to determine when escalation to Tier 3 is required, ensuring timely handoff with complete and accurate documentation in accordance with established procedures and SLAs.
• Provide guidance and mentoring to Tier 1 support resources, assisting with skill development and knowledge transfer.
• Assist with overflow customer interactions as needed, acting as a subject matter resource and ensuring accurate and complete incident and service request documentation.
• Perform troubleshooting and root cause analysis for recurring Tier 1 issues, contributing to problem resolution and continuous service improvement.

Requirements:

What you bring to the team:

• For Managed Services admin: administrative experience in 2 or more of the following technology areas: Applications: Dynamics AX/365, BigFix, OpsRamp, Zabbix, etc. Operating Systems: Windows, Linux. Database: Microsoft SQL, Oracle DB, PostgreSQL, or other database technologies. Public Clouds: Microsoft Azure, Amazon Web Services, Google Cloud, OpenCloud.
• For Sr. Managed Services Admin: the required experience is 4+ years administrative experience in 2 or more of the following technology areas: Applications: Dynamics AX/365, BigFix, OpsRamp, Zabbix, etc. Operating Systems: Windows, Linux. Database: Microsoft SQL, Oracle DB, PostgreSQL, or other database technologies. Public Clouds: Microsoft Azure, Amazon Web Services, Google Cloud, OpenCloud.
• Technical Expertise: Demonstrates working knowledge of Windows, Linux, Databases, ERP Applications and/or Azure, with the ability to support and troubleshoot enterprise environments. Relevant certifications are a plus.
• Service Management & Operational Governance: Applies service management principles and operational governance frameworks (such as ITIL-aligned practices) to deliver consistent, reliable, and well-controlled managed services.
• Analytical Thinking & Problem Solving: Leverages structured analysis, data, and technical insight to diagnose moderately complex issues, assess risk, and implement effective, sustainable solutions.
• Customer-Centric Service Delivery: Maintains a strong customer focus by delivering clear communication, setting expectations, and prioritizing actions that protect service quality and customer outcomes.
• Ownership, Accountability & Business Awareness: Acts with accountability and ownership for services and outcomes, demonstrating sound judgment, integrity, and awareness of business impact.
• Collaboration, Professionalism & Empathy: Works effectively across teams and stakeholders with professionalism and empathy, fostering collaboration and positive working relationships.
• Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.
• Put the Customer First: Customer Focus, Service Orientation
• Simplify: Problem Solving, Strategic Thinking
• Be Transparent: Integrity, Communication, Trustworthiness

Education:

• Associate's degree or 2+ Years of Professional Experience

Required License(s)/Certification(s):

• Must be able to achieve CJIS certification within introductory period of employment.

What We Offer:

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Generous paid time off policy, including vacation, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness incentive to promote overall employee well-being
• Paid volunteer time
• Business casual dress code

Working Conditions and Physical Demands:

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.