System Administrator (Tier 2 Technician)

LinkTech•Rapid City, SD

6d•Onsite

About The Position

This role involves managing and resolving escalated IT support tickets, performing network administration, maintaining management systems, and providing technical support for various issues. The position requires excellent problem-solving skills, strong communication, and the ability to work in a fast-paced environment. The technician will also be involved in implementing new technologies, training junior staff, and documenting solutions.

Requirements

Minimum 3 years of experience in a similar role
Excellent problem solving and critical thinking skills
Highly Organized and Self-Motivated
Sense of urgency
Detail-oriented
Ability to work in a fast-paced environment
Possess excellent interpersonal and customer service skills
Strong written and verbal communication skills

Responsibilities

Manage and resolve escalated tickets from Tier 1 within SLA timelines.
Perform onsite and remote network administration tasks.
Maintain and troubleshoot MSP management systems (ConnectWise, NinjaOne, ITGlue).
Provide technical support for operating systems, applications and hardware issues.
Document solutions and create/update knowledge base articles to reduce further escalations.
Assist in implementing technology solutions, including VoIP, video conferencing and security tools.
Train Tier 1 staff and other stakeholders on technical processes.
Perform light scripting and automation for routine tasks.
Communicate clearly with clients of various businesses through phone, email, chat and in-person; maintain an empathetic approach.