Level 2 - IT Managed Services Administrator

Kappa Services•Lake Mary, FL

10d•Onsite

About The Position

The Level 2 IT Managed Services Administrator is a hands-on, experienced technical role requiring real-world, production IT experience. This position is not entry-level. Candidates must have direct experience working in live client or enterprise environments performing advanced technical tasks such as configuring firewalls, deploying and managing servers, administering Microsoft environments, and troubleshooting complex infrastructure issues. This role is responsible for responding to alerts, tickets, phone calls, and emails; independently diagnosing and resolving higher-level technical issues; escalating appropriately; and ensuring accurate, real-time documentation. The Level 2 Administrator applies practical, mid-level systems and network administration expertise to solve real business-impacting problems across diverse client environments while maintaining high customer satisfaction. Candidates should be prepared to explain past configurations, decisions made, and problems solved—not just list technologies used. Candidates must be able to demonstrate hands-on experience in production environments, including: Configuring and troubleshooting firewalls (rules, NAT, VPNs, security policies). Installing and administering Windows Servers (AD, DNS, DHCP, GPOs, file services). Managing Microsoft 365 / Exchange / Azure tenants in real organizations. Supporting virtualized environments (VMware) beyond basic monitoring. Diagnosing complex authentication, networking, and server-related outages. This role requires proven, hands-on experience performing advanced IT tasks in real production environments.

Requirements

Minimum of seven (7) years of IT administration experience.
Ability to pass a background check.
Valid driver’s license with a good driving record.
Flexibility for on-call and after-hours responsibilities.

Responsibilities

Respond to alerts, service tickets, phone calls, and emails as a Level 2 support resource.
Analyze, troubleshoot, and resolve issues related to servers, networks, workstations, and peripherals.
Escalate issues appropriately and provide thorough documentation for escalation resources.
Maintain clear and professional communication with clients regarding issue status and next steps.
Resolve issues efficiently while maintaining end-user confidence and satisfaction.
Avoid spending more than 30–40 minutes on a ticket without escalation or additional direction.
Configure, deploy, and manage firewalls, switches, VPNs, and wireless networks in live client environments.
Install, configure, and maintain Windows-based servers, including Active Directory, Group Policy, DNS, DHCP, and file services.
Administer and troubleshoot VMware virtualization environments.
Perform Microsoft 365, Exchange, and Azure administration, including migrations and tenant management.
Manage endpoint security, antivirus, and device compliance platforms.
Troubleshoot complex network, server, and authentication issues across multi-site environments.
Support and maintain third-party and line-of-business (LOB) applications.
Set up, install, and configure new computer systems and peripherals.
Complete new PC setup projects and mentor Tier 1 technicians on processes and procedures.
Assist with new server and network projects in collaboration with System Engineers.
Participate in project kickoff and close-out meetings.
Complete projects within defined scope, timeline, and budget.
Handle escalations from Tier 1 Help Desk technicians.
Escalate incidents to IT Support Engineers when necessary.
Follow up with Tier 1 technicians to review resolution steps and share troubleshooting approaches.
Review resolutions for escalated tickets to continually expand technical knowledge.
Create, review, and update client documentation in real time.
Ensure documentation is updated whenever devices, configurations, licenses, or renewals change.
Serve as a primary technician for assigned clients, maintaining accurate and current documentation.
Identify recurring issues and notify the team for review and long-term remediation.
Collaborate with Client Manager to identify systems or equipment requiring updates or replacement.
Participate in the on-call rotation, including nights, weekends, and holidays.
Attend weekly technical and training meetings.
Share relevant technical updates, trends, and client insights with the team.