Tier 2 IT Systems Administrator — MSP Support

Onni Group of Companies; Seattle (WA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

PTO

401k match

Referral program

On-site parking

Hotel discounts

Education allowance

Housing discount

Job summary

Onni is seeking an IT Systems Administrator (Tier 2) in the Seattle area to deliver high-quality technical support for internal users and managed services clients. The role requires ownership of tickets from start to finish and collaboration with Tier 3 and other teams to resolve issues.

The candidate will troubleshoot Windows 10/11, macOS endpoints, and a range of services including Microsoft 365, AD/Entra ID, DNS/DHCP, VPN, and network basics.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 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.

Responsibilities

• Resolve Tier 1 and Tier 2 incidents and requests end-to-end, 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, Teams troubleshooting, SharePoint/OneDrive sync and access issues, licensing/user administration.
• Identity support: Active Directory and Entra ID fundamentals, MFA resets, sign-in troubleshooting; account management and onboarding/offboarding.
• Network troubleshooting: DNS/DHCP, VPN, firewalls, switches, Wi‑Fi, VoIP, basic routing/switching concepts.
• Server troubleshooting: Windows Server services, event logs, file/print access, patching impacts, virtualization awareness.
• Support mobile devices and room equipment, including setup and provisioning.
• Monitor system alerts and coordinate vendor escalations; maintain ticket hygiene and KB/SOPs.
• Provide professional customer service via phone, email, chat, or video call; participate in after-hours on-call rotations.

Skills

Tier 2 troubleshooting

Windows 10/11

Microsoft 365

AD/Entra ID

DNS/DHCP/VPN/Wi-Fi

Customer service

Problem solving

Multitasking

Team collaboration

Education

Bachelor’s degree in IT or related field

Tools

Halo PSA

EDR

Backup platforms

Job description

Onni is seeking an IT Systems Administrator (Tier 2) in the Seattle area to deliver high-quality technical support for internal users and managed services clients. The role requires ownership of tickets from start to finish and collaboration with Tier 3 and other teams to resolve issues.

The candidate will troubleshoot Windows 10/11, macOS endpoints, and a range of services including Microsoft 365, AD/Entra ID, DNS/DHCP, VPN, and network basics.