Tier 2 IT Support & Systems Administrator

Job Title: Tier 2 IT Support & Systems Administrator
Classification: Salaried (Exempt)
Reports to: SVP of Customer Support 

Role Summary:

The Tier 2 IT Support & Systems Administrator will combine responsibilities of a Tier 2 external support technician with those of an internal IT systems administrator. This role will handle a mix of external customer support requests and internal IT support for remote employees, ensuring smooth day-to-day technology operations. Success in this position requires strong problem-solving skills, excellent communication, and the ability to work collaboratively across multiple teams while managing IT resources in line with best practices.

Who You Are:

• Passionate about providing exceptional support and ensuring a positive user experience for both customers and colleagues
• Comfortable managing IT systems, MDM platforms, and IT asset inventory remotely
• Skilled at quickly diagnosing and resolving a wide range of issues, both technical and process-related
• Clear, empathetic communicator able to explain concepts to non-technical audiences
• Organized, detail-oriented, and able to manage multiple priorities
• Familiar with ITSM and support platforms such as Zendesk, Intercom, ServiceNow, Remedyforce, Rippling, Jira Service Cloud, or similar

Responsibilities / Essential Functions:

• Provide Tier 2 support to external customers and merchant partners, resolving escalated issues from Tier 1 and ensuring timely communication through our ticketing systems
• Deliver exceptional support to VIP customers with a high degree of professionalism
• Escalate complex issues to Tier 3 and Management with detailed documentation
• Manage IT asset inventory, onboarding, and offboarding processes via Rippling
• Administer internal IT tools, including Google Workspace, Microsoft 365, Slack, and other enterprise applications
• Manage endpoint devices remotely using MDM (Rippling) including configuration, updates, and security compliance
• Provide remote support to employees across the organization, ensuring quick and efficient resolution of hardware, software, and access issues
• Assist with user account management, access provisioning, and permissions in various platforms
• Monitor and maintain IT security best practices, collaborating with the security team as needed
• Create and maintain IT documentation and internal knowledge base articles
• Contribute to IT-related projects, upgrades, and process improvement initiatives

Minimum Qualifications:

• • 2+ years experience in a support role, preferably Tier 2 or higher
• Experience administering IT systems and tools for internal teams in a remote environment
• Familiarity with IT asset management and MDM tools (Rippling preferred)
• Strong written and verbal communication skills
• Ability to work both independently and collaboratively

Preferred Qualifications:

• 3-5 years in combined IT support and systems administration roles
• Experience with Zendesk, Intercom, ServiceNow, Remedyforce, Jira Service Cloud, or similar ITSM tools
• Knowledge of Google Workspace and Microsoft 365 administration
• Prior experience in hospitality or a customer service-oriented industry

Work Environment:

This is a fully remote role. The candidate must be able to work autonomously with a stable and reliable internet connection. Standard equipment (laptop, monitor, headset, etc.) will be provided. Occasional after-hours work may be required for urgent support or maintenance activities.

Schedule:

Full-time; standard business hours with flexibility for occasional after-hours support.

Some of our Benefits:

• Generous PTO and company holiday policy + company paid Short Term Disability
• 100% employer covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at employee’s additional cost; dependent coverage is at employee’s cost); vision plan available at employee’s additional cost
• Child Care Benefits and generous parental leave
• Company-provided daily lunches and snacks

Salary: 

• $95,000 - 105,000 DOE + Benefits