System Administrator (Tier 2 Technician)

LIV HOSPITALITY LLC•Rapid City, SD

6d•Onsite

About The Position

This role is for an experienced System Administrator (Tier 2 Technician) responsible for managing and resolving escalated tickets, performing network administration, and providing technical support. The position involves working with MSP management systems, documenting solutions, implementing technology solutions, and training junior staff. Excellent communication and customer service skills are essential for interacting with clients.

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.