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
  
  

inKind is an Equal Opportunity Employer. We believe that diversity is vital to inKind's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability status, veteran status, or any other protected category have no bearing on our hiring decisions.

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