IT Administrator

Sur-Seal; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Sur-Seal is seeking an experienced Technology Administrator to deliver Tier 1–3 IT support from our Charlotte, NC location. The role focuses on resolving software, hardware, and network issues, maintaining servers, and ensuring reliable IT operations.

Strong customer service and problem-solving skills are essential. You will manage user accounts, perform routine maintenance, and collaborate with Network and Systems teams.

Qualifications

• Associate degree or equivalent experience required.
• MCSA/MCSE or similar certification preferred.
• 3–5 years in technical support across multiple tiers (1–3).
• Strong knowledge of Windows, Microsoft 365 and AD.

Responsibilities

• Provide Tier 1–3 IT support across software, hardware, and network issues.
• Document interactions and manage tickets in ITSM system.
• Handle server and network maintenance, patching and upgrades.
• Assist with VPN, firewall checks, and network configurations.
• Contribute to knowledge base and share resolutions with Tier 1–2 teams.

Skills

Communication

Problem Solving

Multitasking

Independent worker

Education

Associate degree in Computer Science or related field

MCSA/MCSE certification

Tools

Windows OS

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

VLAN

VMware/Hyper-V

Cloud services

Job description

Job Details

Job Location: Charlotte - Charlotte, NC 28273Position Type: Full TimeDepartment: Information SystemsReports To: Infrastructure Manager

Summary/Objective

We are seeking an experienced Technology Administrator proficient in providing comprehensive support across Tiers 1-3. The ideal candidate will be responsible for delivering prompt, professional, and expert-level technical assistance to users, managing server and network issues, and ensuring the smooth operation of IT systems. This role requires strong problem-solving skills, a commitment to excellent customer service, and the ability to adapt to a dynamic work environment.

Essential Accountabilities Tier 1 Support:

• Respond to and resolve user inquiries via phone, email, or chat regarding software, hardware, and network issues.
• Provide first-level troubleshooting for user account issues, application errors, and basic connectivity problems.
• Document user interactions and create detailed tickets in the IT service management system.
• Guide users through standard processes for resetting passwords, configuring printers, and basic software installations.
• Maintain inventory controls for all hardware and software.

Tier 2 Support:

• Diagnose and resolve more complex technical issues escalated from Tier 1, including operating system errors and application malfunctions.
• Assist with intermediate-level network troubleshooting, including IP configurations, VPN setups, and firewall checks.
• Collaborate with other IT team members to identify and mitigate recurring issues.
• Perform maintenance and updates for user accounts, security settings, and access permissions.
• Provide all systems management for Windows updates, security patches, and hardware upgrades.

Tier 3 Support:

• Address advanced technical challenges involving server management, system integration, and data recovery.
• Troubleshoot critical network issues such as switches, routers, and advanced connectivity problems.
• Work closely with system and network administrators to implement advanced IT solutions and upgrades.
• Assist in the deployment and monitoring of server environments, including performance tuning and resource allocation.
• Document resolutions and create knowledge base articles to support Tier 1 and Tier 2 teams.

Qualifications Competencies, Skills and Experience Key Qualifications:

• Education: An associate degree in Computer Science or related field or MCSA/MCSE certification, required (or equivalent experience).
• Experience: Minimum of 3-5 years of experience in a technical support role, with exposure to Tiers 1-3.
• Technical Skills:Proficiency in Windows operating systems, Microsoft 365 and Active Directory.
• Knowledge of networking concepts (DNS, DHCP, TCP/IP, VLAN) and tools.
• Experience with server management, virtualization (e.g., VMware, Hyper-V), and cloud services.
• Soft Skills:Excellent problem-solving and multitasking abilities.
• Strong communication and interpersonal skills for user support and team collaboration.
• Ability to work independently and adapt to shifting priorities.
• Proficient in English.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Network+, CCNA, or MCSA/MCSE.
• Experience with ITSM platforms (e.g., ServiceNow, Zendesk).
• Familiarity with cybersecurity practices and tools.

Working Conditions:

• Ability to work flexible hours, including potential on-call shifts to support users after hoursOn-premise work is required, with the ability to work remotely as an exception from time to time.