Managed Services Admin | Grand Rapids, MI or Remote

US Signal•Grand Rapids, MI

1d•Hybrid

About The Position

The Tier 2 Managed Services Admin serves as the primary escalation resource within the Technical Operations Center, handling complex incidents and service requests that exceed Tier 1 scope across all product offerings. This role drives efficient issue resolution, provides mentorship to Tier 1 staff, and ensures a high standard of customer service through accurate documentation, sound escalation judgment, and adherence to established SLAs.

Requirements

Administrative experience in 2 or more of the following technology areas: Applications (Dynamics AX/365, BigFix, OpsRamp, Zabbix, etc.), Operating Systems (Windows, Linux), Database (Microsoft SQL, Oracle DB, PostgreSQL, or other database technologies), Public Clouds (Microsoft Azure, Amazon Web Services, Google Cloud, OpenCloud).
Demonstrates working knowledge of Windows, Linux, Databases, ERP Applications and/or Azure, with the ability to support and troubleshoot enterprise environments.
Applies service management principles and operational governance frameworks (such as ITIL-aligned practices) to deliver consistent, reliable, and well-controlled managed services.
Leverages structured analysis, data, and technical insight to diagnose moderately complex issues, assess risk, and implement effective, sustainable solutions.
Maintains a strong customer focus by delivering clear communication, setting expectations, and prioritizing actions that protect service quality and customer outcomes.
Acts with accountability and ownership for services and outcomes, demonstrating sound judgment, integrity, and awareness of business impact.
Works effectively across teams and stakeholders with professionalism and empathy, fostering collaboration and positive working relationships.
Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.

Nice To Haves

Relevant certifications are a plus.

Responsibilities

Act as the primary escalation point for Tier 1 support, independently troubleshooting and resolving moderately complex system incidents and service requests.
Assess issue complexity and customer impact to determine when escalation to Tier 3 is warranted, ensuring timely handoff with complete and accurate documentation in accordance with established procedures and SLAs.
Provide ongoing guidance and mentorship to Tier 1 support staff, supporting skill development, knowledge transfer, and a collaborative, high-performing team environment.
Assist with overflow customer interactions as needed, serving as a subject matter resource and ensuring all incident and service request documentation is accurate, thorough, and completed in a timely manner.
Perform troubleshooting and root cause analysis on recurring Tier 1 issues, contributing to problem resolution efforts and ongoing service improvement initiatives.