IT Support Services II - Escalations

RADER Solutions is hiring an IT Support Services II professional to strengthen its escalation support function for clients in Lafayette, LA. This second-tier MSP role focuses on advanced troubleshooting and administration across hardware, software, networks, and Microsoft 365-related environments, helping resolve escalated issues efficiently while supporting a strong end-user experience.

In this position, you’ll work across system administration and Microsoft 365 administration, including monitoring, documentation, and user or account management for the platforms clients rely on daily.

What you’ll do

• Handle second-tier escalations for hardware, software, network, and Microsoft 365-related issues coming from other support team members, ensuring timely and effective resolution.
• Support administration and management of IT systems, including servers, workstations, cloud environments, and Microsoft 365 services.
• Manage Microsoft 365 technologies such as Exchange Online, SharePoint Online, Microsoft Teams, Entra ID, and Intune, including user provisioning, licensing, access management, device enrollment, configuration, and policy administration.
• Diagnose and resolve complex problems across Windows, macOS, Linux, mobile devices, Microsoft 365 applications, SharePoint, and Intune-managed endpoints.
• Respond to user service requests while delivering exceptional customer service and maintaining a positive user experience.
• Maintain comprehensive documentation including support processes, troubleshooting steps, system configurations, Microsoft 365 environment details, and knowledge base articles.
• Monitor IT systems, networks, cloud services, and Microsoft 365 environments for performance, security, and availability, proactively identifying and resolving potential issues.
• Manage user accounts, permissions, licenses, and access rights across Active Directory, Entra ID, Microsoft 365, SharePoint, and Intune.
• Track and report incident trends, root causes, and resolutions to support continuous improvement of IT services and support processes.

What you bring

• 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 in an MSP or corporate environment.
• Strong knowledge of operating systems, including Windows Server and Windows desktop operating systems.
• Experience with networking concepts such as 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 tools such as ConnectWise, ServiceNow, Jira, or Zendesk.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills to explain technical concepts to non-technical users.
• Ability to prioritize multiple tasks and work effectively in a fast-paced, client-focused environment.

Technologies you may work with

• Microsoft 365, Exchange Online, SharePoint Online, Microsoft Teams, Entra ID, Intune
• Active Directory, Windows Server, Windows desktop operating systems, Windows, macOS, Linux, mobile devices
• SharePoint, TCP/IP, DNS, DHCP, VPNs, wireless networking, firewall fundamentals
• ConnectWise, ServiceNow, Jira, Zendesk, ConnectWise Manage, ConnectWise RMM
• Azure, AWS, VMware, Hyper-V

Benefits

• 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

Additional preferred experience

• Experience working in an 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.

What RADER Solutions provides

RADER Solutions supports growth through ongoing training, mentorship, leadership development, and clearly defined career advancement opportunities. The role is designed around curiosity, practical problem-solving, and contributions that matter within a team focused on technology and continuous improvement.