IT Support Engineer/System Administrator- Tier 2

About Us:

We’re a growing IT Managed Service Provider based in Medina, Ohio, focused on delivering high-quality IT support, security, and infrastructure services to small and mid-sized businesses. We believe in solid systems, good documentation, and doing things right—not chaos-driven IT. We’re building a team of people who take ownership, enjoy problem-solving, and want to grow their technical depth over time.

IT Support Engineer/System Administrator – Tier 2

Job description

We are currently seeking a self-motivated and dedicated individual to join our team. This role requires a broad array of technical knowledge to support our clients. The primary responsibilities include working in our service desk, providing advanced troubleshooting for our clients, handling escalated issues from Tier 1, working on projects, interfacing with our ticketing platform. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.

Essential Functions

• Resolve technical issues, focusing on hardware, software, network, and server problems
• Act as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions
• Collaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues
• Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
• Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
• Proactively monitor system performance to identify potential issues before they impact users
• Maintain clear and effective communication with clients, providing timely updates and transparent status reports
• Provide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices
• Follow standard help desk procedures
• Achieve daily goals
• Participate in the on-call rotation schedule
• Proactively stay current with technology changes, updates, and practices

Experience Required

• Degree: in IT relevant field and/or equivalent certifications (preferred)
• Experience: 2-5 years’ experience troubleshooting in a technical support role
• Minimum: 1 year of experience in a Tier 2 support role
• Experience working in: an MSP (Managed Service Provider) is required
• Proven ability: to manage multiple concurrent tasks and to prioritize them based on urgency
• Strong experience: with Windows OS, Windows Server, and Microsoft 365
• Working knowledge: of server and desktop virtualization
• Familiar: with cloud business apps, operations, and infrastructure
• Hands-on experience: with networking L1 and L2
• Comfortable: with network and server monitoring and troubleshooting
• Knowledge: of backup solutions and security and compliance practices
• Experience with: patch, access, and storage management
• Ability: to work effectively within a cross-functional team
• Familiarity: with ticketing systems, remote desktop tools, and network monitoring software
• Proven attention: to detail in documenting support requests, troubleshooting processes, and resolutions

Job Type:

Full-time

Pay:

$45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• What: IT certifications do you have?

Experience:

IT MSP: 2 years (Required)

Work Location:

In person