IT Support Services II - Escalations

Courser; Lafayette (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

RADER Solutions is seeking an IT Support Services II - Escalations professional to join our MSP team in Lafayette, LA. You will provide second-tier technical support for hardware, software, networks, and Microsoft 365, while mentoring teammates and contributing to IT projects.

The role requires a technical or 2-year IT degree, 3-5 years' experience, and strong knowledge of Windows systems, networking, and M365 administration.

Qualifications

• Bachelor's degree in Information Technology or related field (or equivalent experience).
• 3-5 years of IT support or systems administration experience.
• Strong knowledge of Windows Server and Windows desktop OS.
• Networking concepts: TCP/IP, DNS, DHCP, VPNs, wireless, firewall basics.
• Experience administering Microsoft 365: Exchange Online, SharePoint Online, Teams, Entra ID, Intune.
• Familiarity with ticketing systems: ConnectWise, ServiceNow, Jira, Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Strong communication to explain technical concepts to non-technical users.
• Ability to prioritise multiple tasks in a fast-paced environment.

Responsibilities

• Provide second-tier IT support for hardware, software, network, and M365 issues.
• Assist in administration of IT systems, including servers, workstations, cloud environments, and M365 services.
• Support and manage Microsoft 365 technologies: Exchange Online, SharePoint Online, Teams, Entra ID, Intune.
• Diagnose and resolve complex issues across Windows, macOS, Linux, mobiles, M365 apps, SharePoint, and Intune endpoints.
• Respond to user service requests and deliver excellent customer service.
• Maintain documentation of IT support processes and configurations.
• Monitor IT systems, networks, cloud services for performance and security.
• Manage user accounts, permissions, licenses, and access rights (AD/Entra ID/M365/SharePoint/Intune).
• Track incident trends and root causes to improve IT services.

Skills

Windows Server

Windows Desktop OS

Networking

Microsoft 365

Exchange Online

SharePoint Online

Microsoft Teams

Entra ID

Intune

Active Directory

Help Desk Tools

Education

2 Year Degree

Tools

ConnectWise

ServiceNow

Jira

Zendesk

Job description

• Location 838 Coolidge Blvd,Lafayette, LA, 70503,United States
• Job Category Service
• Employee Type FT Hourly Non-Exempt
• Required Degree 2 Year Degree
• Manage Others No

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