Tier 2 IT Technician

Netranom•Morgantown, WV

1d•Hybrid

About The Position

Netranom has been West Virginia's trusted IT partner since 1998, offering a wide range of services including managed IT, network security, and cloud solutions to various industries. They pride themselves on exceptional service, evidenced by a high customer satisfaction score. The company is expanding and seeking a skilled Tier 2 Technician to join their team in North Central West Virginia, contributing to their reputation for fast, reliable, and friendly service.

Requirements

5+ years of experience in a related IT support or systems/network administration role.
Proficiency in Windows Server administration (2016, 2019, 2022).
Strong Windows Desktop support skills (Windows 10/11).
Hands-on experience with Active Directory administration and Group Policy.
Solid understanding of DNS, DHCP, and core network services.
Experience managing VLANs and network switching environments.
Clean driving record.
Must pass a background check prior to employment.

Nice To Haves

SonicWall firewall configuration and administration experience.
Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune).
Familiarity with RMM tools (N-able, NinjaRMM, or similar).
Experience working in a Managed Service Provider (MSP) environment.
Knowledge of backup and disaster recovery solutions (Datto, Acronis, Veeam, etc.).
Exposure to VoIP/cloud phone systems configuration and support.
Understanding of cybersecurity fundamentals — endpoint protection, MFA, phishing mitigation.
Industry certifications such as CompTIA Network+, Security+, Microsoft (MD-102, AZ-104), or equivalent.
Strong troubleshooting mindset.
Excellent verbal and written communication skills.
Self-motivated and comfortable working independently in a remote environment.
Customer-first attitude.
Ability to manage multiple priorities and work tickets efficiently under pressure.
Team player who's willing to share knowledge and elevate those around you.

Responsibilities

Provide escalated Tier 2 technical support for client environments via phone, remote tools, and on-site visits.
Administer and troubleshoot Windows Server environments (2016/2019/2022), including installation, configuration, and maintenance.
Support and resolve issues across Windows Desktop platforms (Windows 10/11).
Manage and maintain Active Directory, including user accounts, group policies, OUs, and permissions.
Configure and manage DNS, DHCP, and related network services.
Implement and troubleshoot VLANs and network segmentation strategies.
Configure and manage routing protocols and infrastructure across client networks.
Deploy, configure, and support SonicWall firewalls and security appliances.
Assist in onboarding new clients, including network assessments and documentation.
Work within a PSA/ticketing system (ConnectWise) to track, prioritize, and resolve support tickets in a timely manner.
Collaborate with Tier 1 technicians, providing mentorship and escalation support.
Document technical procedures, network diagrams, and client-specific configurations.
Participate in on-call rotation as needed to support after-hours critical issues.