IT Support Services II - Escalations

Brief Description Who we are RADER Solutions is a Managed IT Service provider that helps businesses through their technology needs. Our organization has a strong company culture built on the values of Teamwork, Service, Growth-Minded, Trust, and Innovation. Our team is dedicated to delivering exceptional experiences for our clients through collaboration, technical excellence, and a commitment to continuous improvement. Join a fast-paced, ever-evolving Managed Services Provider (MSP) that supports a diverse client base across multiple industries. As we continue to grow, we are seeking talented professionals who are passionate about technology, customer service, and helping organizations succeed through innovative IT solutions. IT Support Services II - Escalations We are seeking a skilled IT Support Services II professional to join our dynamic IT team. The ideal candidate will have extensive experience providing technical support and troubleshooting for a variety of IT systems, software, cloud platforms, and hardware. This role requires the ability to resolve advanced technical issues, support and mentor team members, and contribute to IT projects and initiatives that improve client technologies and business operations. Key Responsibilities Advanced Technical Support: Provide second-tier support for hardware, software, network, and Microsoft 365-related issues escalated from other support team members, ensuring timely and effective resolution.System Administration: Assist in the administration and management of IT systems, including servers, workstations, cloud environments, and Microsoft 365 services.Microsoft 365 Administration: Support and manage Microsoft 365 technologies including Exchange Online, SharePoint Online, Microsoft Teams, Entra ID, and Intune. Assist with user provisioning, licensing, access management, device enrollment, configuration, and policy administration.Troubleshooting: Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, mobile devices, Microsoft 365 applications, SharePoint, and Intune-managed endpoints.User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting procedures, system configurations, Microsoft 365 environments, and knowledge base articles for future reference and knowledge sharing.Monitoring and Maintenance: Monitor IT systems, networks, cloud services, and Microsoft 365 environments for performance, security, and availability, proactively identifying and resolving potential issues.User Account Management: Manage user accounts, permissions, licenses, and access rights across various systems and applications, including Active Directory, Entra ID, Microsoft 365, SharePoint, and Intune.Incident Reporting: Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes. Key Qualifications Technical or Bachelor's degree in Information Technology, or related field (or equivalent experience).3-5 years of experience in IT support or systems administration, preferably within an MSP or corporate environment.Strong knowledge of operating systems including Windows Server and Windows desktop operating systems.Experience with networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, and firewall fundamentals.Experience administering Microsoft 365 environments, including Exchange Online, SharePoint Online, Microsoft Teams, Entra ID, and Microsoft Intune.Familiarity with help desk and ticketing systems such as ConnectWise, ServiceNow, Jira, or Zendesk.Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.Strong communication skills with the ability to explain technical concepts to non-technical users.Ability to prioritize multiple tasks and work effectively in a fast-paced client-focused environment. Preferred Experience Experience working in a Managed Services Provider (MSP) environment.Experience with ConnectWise Manage, ConnectWise RMM, and related MSP tools.Microsoft certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Administrator Associate, or equivalent certifications.CompTIA A+, Network+, Security+, or similar industry certifications.Experience with Azure, AWS, VMware, Hyper-V, and virtualization technologies.Experience managing Microsoft Intune, mobile device management (MDM), endpoint compliance policies, Conditional Access, and application deployments.Experience administering SharePoint Online, including permissions management, site administration, document libraries, and collaboration solutions.Knowledge of cybersecurity best practices, data protection regulations, compliance frameworks, and security monitoring technologies. What We Do For You At RADER Solutions, we believe our success starts with investing in our people. We are committed to helping our team members grow both professionally and personally through ongoing training, mentorship, leadership development, and clearly defined career advancement opportunities. Whether you're looking to deepen your technical expertise, earn new certifications, or pursue a leadership path, we provide the resources and support to help you achieve your goals. We encourage curiosity, problem-solving, and new ideas. Your contributions matter, and you'll be empowered to make an impact while growing alongside a team that is passionate about technology and helping each other succeed. Benefits Highlights Competitive benefits package, including medical, dental, vision, and life insurance401(k) with company matchFlexible Paid Time Off (PTO)10 paid holidays, including your birthday and a floating holidayPaid parental leave for qualifying team membersGym membership reimbursementAmazon Prime reimbursement40 hours of paid volunteer time annuallyCompany-paid technical training and certificationsCareer development and leadership growth programsAccess to mentorship and coaching from experienced technology professionalsOpportunities for internal advancement through established career pathwaysExposure to a wide range of technologies, platforms, and client environmentsCollaborative, growth-oriented culture focused on teamwork and continuous improvementEmployee recognition and achievement programs Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.