Job Description

This Managed Services Provider delivers modern IT strategy and Microsoft-centric solutions to mid-market clients, nonprofits, and associations. Known for clear communication, deep technical expertise, and responsive, white-glove support, the team blends strategic guidance with hands-on technical problem solving. The culture is collaborative, client-focused, and built for people who love solving complex issues and making a real impact.

Role: System Administrator Tier II

Location: 80% Work From Home, 20% onsite Richmond

Compensation: $70,000–$80,000 + benefits + bonuses

This role is 95% true Tier 2 support —handling escalations involving Microsoft 365, Intune, SharePoint, and Exchange Online. You’ll serve as a trusted technical advisor, an escalation point for the support team, and a familiar voice clients rely on. If you enjoy the combination of technical depth, fast troubleshooting, and strong communication, you’ll thrive here.

What You’ll Do

• Own Tier 2 Microsoft 365 escalations: Exchange Online, SharePoint, Teams, Intune, Entra ID, OneDrive
• Perform root-cause analysis and propose long-term fixes
• Mentor Tier 1 technicians and share best practices
• Deliver high-energy, client-friendly phone support
• Document solutions and contribute to internal knowledge bases
• Support occasional networking/server issues (VPN, DNS, firewalls, Windows Server)
• Build strong relationships with clients through consistent, proactive communication

What You Bring

• 4+ years technical support experience (2+ years Tier 2+)
• Hands-on, advanced experience with Microsoft 365 workloads
• Proven ability to resolve multi-user outages, permission issues, and policy conflicts
• Strong phone presence—clear, confident, positive
• Client-service mindset and strong communication
• Mentoring/coaching skills
• Solid networking fundamentals (DNS, DHCP, VPN, TCP/IP)
• Experience with Microsoft Dynamics is a plus
• Current or in-progress Microsoft certifications preferred
• Valid driver’s license + reliable transportation
• Independent, self-driven, high-accountability work style

Benefits & Perks

• Health insurance with company contribution
• Dental & vision (company-paid after 1 year)
• 401(k) with company match
• PTO + end-of-year bonus
• $50/month wellness stipend (gym, Peloton, etc.)
• Microsoft certification reimbursement
• Company events + supportive team culture
• Clear career tracks: move toward Tier 3, Team Lead, or Projects
• Personalized 30/60/90-day ramp plan
• Home-buying assistance program

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