Tier II Systems Administrator - IT Solutions

Are you passionate about technology and ready to make a difference? 

Join a team dedicated to empowering businesses and non-profits through cutting-edge IT solutions. The company is seeking a Tier II Systems Administrator to play a key role in our technical support team. In this position, you’ll provide advanced first-level support to clients, troubleshoot and resolve technical issues, and escalate complex problems when needed. Your expertise will ensure efficient and timely resolution of customer inquiries, contributing to our mission of delivering top-tier IT solutions for businesses and non-profits. 

If you think this is the role for you, apply now!

Key Responsibilities:

• Provide efficient and courteous technical support to clients via phone, email, or chat.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document all customer interactions, including details of inquiries, comments, complaints, and actions taken.
• Escalate unresolved issues to Tier 2 support or appropriate teams for further investigation and resolution.
• Assist with the setup, installation, and configuration of computer systems, software, and peripherals.
• Maintain knowledge of company products, services, and procedures to effectively address customer inquiries.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure adherence to service level agreements (SLAs) by responding to and resolving customer issues within defined timeframes.
• Collaborate with other team members to identify trends and implement solutions to improve customer satisfaction and efficiency.
• Continuously update technical knowledge and skills through training, self-study, and certification programs.

Qualification & Requirements:

• High school diploma or equivalent; certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience in technical support, preferably in a help desk or service desk role.
• Strong troubleshooting, problem-solving, and communication skills.
• Familiarity with operating systems (Windows, macOS, Linux), Microsoft Office, and networking basics (e.g., TCP/IP, DNS).
• Customer-focused, adaptable, and able to manage multiple priorities.
• Flexible availability, including occasional evenings or weekends when needed.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, dental, and vision insurance coverage.
• Retirement savings plan (401k) with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development and training opportunities.
• Opportunities for career advancement within the company.