Tier 2 Systems Administrator Job at COMPLETE NETWORK INTEGRATION INC, Glen Allen, VA

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  • COMPLETE NETWORK INTEGRATION INC
  • Glen Allen, VA

Job Description

Job Description

Job Description

Department: Service Desk
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:

  • 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.

Job Tags

Work at office,

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