Job Description
Job DescriptionSalary: $65,000-$75,000
About Us:
ADDA is partnering with a dynamic IT Managed Service Provider (MSP) committed to delivering high-quality IT solutions and exceptional customer support. They thrive on innovation, teamwork, and continuous improvement. As their client base grows, they are looking for a talented and motivated Level 2 Service Desk Administrator to join their collaborative and fast-paced team. You must be able to work EST working hours.
Job Summary:
The Service Desk Administrator - Level 2 plays a pivotal role in providing advanced technical support and systems administration to a diverse range of clients. This position acts as a key escalation point for Level 1 administrators and works closely with senior IT staff to maintain system performance, resolve technical issues, and uphold client satisfaction.
Responsibilities
Tier 2 Support & Escalation:
- Provide advanced technical support for escalated service desk incidents.
- Collaborate with Level 1 and Level 3 administrators to resolve complex issues efficiently.
- Troubleshoot and resolve a wide array of desktop, server, and cloud-based problems.
System Administration & Maintenance:
- Administer and support user accounts and devices using tools such as NinjaRMM, Intune, and JAMF Pro.
- Configure and troubleshoot VPNs (e.g., OpenVPN, AnyConnect, AWS), firewalls, and network devices.
- Manage OS reinstallation, hardware diagnostics, and application configuration.
Customer Service & Documentation:
- Deliver excellent service and support to end-users across various technologies and industries.
- Maintain thorough documentation for systems, procedures, and user guides.
- Ensure service-level objectives (SLOs) are met through timely ticket resolution.
Mentorship & Collaboration:
- Act as a mentor for Level 1 administrators, providing support and guidance.
- Work cross-functionally with the broader support and engineering teams.
Daily Responsibilities
- Respond to and resolve escalated tickets from Level 1 agents.
- Support and manage systems for end-users across different platforms (Windows, macOS, SaaS).
- Maintain real-time ticket documentation and ensure accurate logging of actions taken.
- Communicate effectively with clients regarding ongoing issues and status updates.
Weekly Responsibilities
- Participate in team meetings.
- Support on-call rotations, including weekends and holidays, as needed.
- Collaborate on process improvements and technical training sessions.
Required Skills and Qualifications
Technical Expertise:
- 2+ years in Level 2 support or systems administration.
- Strong experience with Windows, macOS; Linux a plus.
- Familiarity with Microsoft 365, Google Workspace, and Active Directory (on-prem & Azure).
- Hands-on experience with VPNs, firewalls, DNS, DHCP, and group policies.
- Skilled in RMM tools (e.g., NinjaRMM, Jamf, Intune).
Communication & Problem Solving:
- Excellent written and verbal communication skills.
- Strong analytical and troubleshooting abilities.
- Proven ability to multitask in a fast-paced, client-centric environment.
Certifications:
- Relevant industry certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
What They Offer
- A collaborative and supportive team culture.
- Opportunities for technical growth across diverse environments.
- Competitive compensation and comprehensive benefits:
- Health, dental, and vision insurance
- Paid time off and holidays
- Ongoing training and certification support
- 401k Match
remote work