This IT Systems Administrator (Tier 2) will deliver high-quality technical support for internal users and managed services clients. They will work both Tier 1 and Tier 2 tickets, take escalations, own tickets through resolution, and collaborate with other teams (Tier 3, Centralized Services, and Monitoring) as needed.
Perks and Benefits: When you feel good, you do good. At Onni we put your health at the forefront and give you the choice to select a benefits package that best represents you. From no cost to $18, $44, or $112 per pay our PPO, HSA, and HMO have you covered. In addition, we offer:
- Generous PTO Plan
- 401(k) employer match
- Referral program
- Free on-site parking or commuting support
- Hotel discount at various properties
- Annual education allowance of up to $1,000
- Residential housing discount after 1 year of continuous employment
What You Will Do:- Resolve Tier 1 and Tier 2 incidents and requests end-to-end (ownership, communication, documentation), taking escalations and collaborating with other teams as needed.
- Troubleshoot Windows 10/11 and macOS endpoints, laptops, peripherals, printers, common business applications, and remote access tools.
- Microsoft 365 support: Exchange Online basics (mail flow checks, shared mailboxes, permissions), Teams troubleshooting, SharePoint/OneDrive sync and access issues, licensing/user administration.
- Identity support: Active Directory and Entra ID fundamentals (account lockouts, group membership, access issues, MFA resets, sign-in troubleshooting; conditional access awareness); user account creation, updates, onboarding/offboarding, and decommissioning.
- Network troubleshooting: DNS/DHCP, VPN, firewalls, switches, Wi-Fi connectivity, VoIP phone systems, basic routing/switching concepts; escalate complex network issues appropriately.
- Server troubleshooting (basic-intermediate): Windows Server services and event logs, file/print access, patching impacts; basic virtualization awareness and escalation readiness.
- Support mobile devices (phones and tablets): setup, provisioning, configuration, data transfers, and decommissioning.
- Support boardroom and meeting room equipment: video conferencing hardware/software, TVs, projectors, and audio systems.
- Support/troubleshoot IP-based and non-traditional IT systems (e.g., IP cameras/CCTV/NVR access and connectivity, building access control systems/cards/fobs, building automation and audio systems, timecard systems, EV systems, digital signage, PoE basics) and coordinate vendor/Tier 3 escalations when needed.
- Monitor and manage system alerts, including outage/offline events across servers, network, software, hardware, and cybersecurity.
- Act as vendor coordination and liaison point for vendor-specific issues or requests.
- Maintain strong ticket hygiene in the PSA: accurate notes, time entries, troubleshooting steps, and closure summaries.
- Contribute to KB/SOP documentation and help reduce repeat issues.
- Provide friendly, clear, concise, and professional customer service via phone, email, chat, or video call, and follow up to ensure incidents and requests are fully resolved.
- Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards.
What You Bring:- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (e.g., Systems Administration, Networking) from an accredited institution.
- 4-7 years in IT support (MSP experience preferred) with proven Tier 2 troubleshooting capability.
- Strong knowledge of Windows 10/11, Microsoft 365, AD/Entra ID identity concepts, and network fundamentals (DNS/DHCP/VPN/Wi-Fi).
- Strong problem-solving skills with an analytical and detail-oriented mindset.
- Strong communication and customer service skills; able to set expectations and follow through.
- Strong task, time-management, and organizational skills, with the ability to multitask and adapt in a fast-paced, high-pressure environment.
- Strong interpersonal skills; comfortable working with diverse clients, users, and handling challenging situations professionally.
- Ability to prioritize and manage multiple tickets in an SLA-driven environment.
- A self-starter able to work well with minimal supervision and in a team environment.
- Successful completion of a criminal background check.
Nice to Have- Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms.
- Certifications (optional): CompTIA A+/Network+, Microsoft, or relevant vendor certifications.
Salary Range:$80,168.40 - $90,000
AI Use:This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws.
All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.
How To Apply:Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.
