What are the responsibilities and job description for the Tier 2 Systems Administrator position at COMPLETE NETWORK INTEGRATION INC?
Department: Service Desk
Location: Glen Allen, VA (On-site)
Reports To: James Brewer
Role Summary:
Location: Glen Allen, VA (On-site)
Reports To: James Brewer
Role Summary:
The Tier 2 Systems Administrator serves as a technical escalation point for Tier 1 and Tier 1.5 support staff. This role requires advanced troubleshooting skills, autonomy in handling complex tickets, and the ability to deliver long-term solutions. The Tier 2 technician is expected to work independently, occasionally on client sites, and may be involved in light project-based work such as Office 365 deployments for small teams.
Responsibilities and Duties:
Responsibilities and Duties:
- Manage and resolve Tier I & II support tickets with minimal supervision.
- Research and determine root causes of recurring issues.
- Provide deskside support and handle hardware-related problems.
- Perform light project-based work, including software deployments and system upgrades.
- Maintain documentation for all technical procedures and resolutions.
- Communicate clearly and effectively with end users and internal teams.
- Collaborate with Tier 1 staff and Team Leads to ensure timely ticket resolution.
- Monitor and update ticket statuses daily, ensuring all time and actions are logged.
Technical Skills Required:
- Proficiency in server administration, virtualization (VMware, Hyper-V), and networking.
- Experience with public/private cloud environments and cybersecurity protocols.
- Familiarity with M365, Entra ID, Fortinet, Ubiquiti, Meraki, and PfSense.
- Ability to perform break/fix tasks and support backend infrastructure.
Qualifications:
- Minimum 2–5 years of experience in IT support, preferably within an MSP environment.
- Strong troubleshooting and documentation skills.
- Excellent customer service and communication abilities.
Key Results Areas (KRAs):
- Customer Satisfaction: Create raving fans by resolving issues efficiently and empathetically.
- Technical Growth: Demonstrate continuous improvement in technical knowledge and problem-solving.
- Team Contribution: Support team members and contribute to overall service desk performance.
- Documentation: Maintain clear and concise records of all technical actions and communications.