IT Support Services II - Escalations
Summary
Second-tier IT support role at RADER Solutions, a managed services provider (MSP) in Lafayette, LA. Day to day: resolving escalated hardware, software, network, and Microsoft 365 issues, administering M365 (Exchange Online, SharePoint, Teams, Entra ID, Intune), managing user accounts, and documenting troubleshooting procedures.
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.
- 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.
- Competitive benefits package, including medical, dental, vision, and life insurance
- 401(k) with company match
- Flexible Paid Time Off (PTO)
- 10 paid holidays, including your birthday and a floating holiday
- Paid parental leave for qualifying team members
- Gym membership reimbursement
- Amazon Prime reimbursement
- 40 hours of paid volunteer time annually
- Company-paid technical training and certifications
- Career development and leadership growth programs
- Access to mentorship and coaching from experienced technology professionals
- Opportunities for internal advancement through established career pathways
- Exposure to a wide range of technologies, platforms, and client environments
- Collaborative, growth-oriented culture focused on teamwork and continuous improvement
- Employee 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.