Tier 2 IT Technician

Tier 2 Technician

Since 1998, Netranom has been West Virginia's trusted IT partner. From managed IT services and network security to cloud solutions and A/V deployments, we serve a wide range of industries including healthcare, legal, government, education, financial services, coal & mining, and more. With a 97.8% customer satisfaction score and over 630 reviews in just 90 days, our commitment to exceptional service isn't just a tagline it's who we are. We're growing, and we're looking for a skilled, motivated Tier 2 Technician to join our team in North Central West Virginia and help us continue delivering the fast, reliable, and friendly service our clients count on every day.

As a Tier 2 Technician, you'll be the backbone of our technical support operations handling escalated issues beyond the scope of Tier 1, diving deep into network infrastructure, server environments, and end-user systems. You'll work directly with a diverse portfolio of business clients, owning problems from diagnosis through resolution with minimal supervision. This is a fully remote position based out of the Morgantown, WV area. While you'll work from home the majority of the time, some client-facing, on-site visits will be required which is why we're setting you up with a company vehicle.

What You'll Do

• Provide escalated Tier 2 technical support for client environments via phone, remote tools, and on-site visits
• Administer and troubleshoot Windows Server environments (2016/2019/2022), including installation, configuration, and maintenance
• Support and resolve issues across Windows Desktop platforms (Windows 10/11)
• Manage and maintain Active Directory, including user accounts, group policies, OUs, and permissions
• Configure and manage DNS, DHCP, and related network services
• Implement, and troubleshoot VLANs and network segmentation strategies
• Configure and manage routing protocols and infrastructure across client networks
• Deploy, configure, and support SonicWall firewalls and security appliances
• Assist in onboarding new clients, including network assessments and documentation
• Work within a PSA/ticketing system (ConnectWise) to track, prioritize, and resolve support tickets in a timely manner
• Collaborate with Tier 1 technicians, providing mentorship and escalation support
• Document technical procedures, network diagrams, and client-specific configurations
• Participate in on-call rotation as needed to support after-hours critical issues

What You Bring Required Skills & Experience

• 5+ years of experience in a related IT support or systems/network administration role
• Proficiency in Windows Server administration (2016, 2019, 2022)
• Strong Windows Desktop support skills (Windows 10/11)
• Hands-on experience with Active Directory administration and Group Policy
• Solid understanding of DNS, DHCP, and core network services
• Experience managing VLANs and network switching environments
• Clean driving record required for client site visits
• Must pass a background check prior to employment

Preferred Skills

• SonicWall firewall configuration and administration experience
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune)
• Familiarity with RMM tools (N-able, NinjaRMM, or similar)
• Experience working in a Managed Service Provider (MSP) environment
• Knowledge of backup and disaster recovery solutions (Datto, Acronis, Veeam, etc.)
• Exposure to VoIP/cloud phone systems configuration and support
• Understanding of cybersecurity fundamentals endpoint protection, MFA, phishing mitigation
• Industry certifications such as CompTIA Network+, Security+, Microsoft (MD-102, AZ-104), or equivalent

Soft Skills

• Strong troubleshooting mindset you don't just fix it, you figure out why
• Excellent verbal and written communication skills; able to translate technical language for non-technical users
• Self-motivated and comfortable working independently in a remote environment
• Customer-first attitude our clients love us, and you'll be a big reason why
• Ability to manage multiple priorities and work tickets efficiently under pressure
• Team player who's willing to share knowledge and elevate those around you

Compensation & Benefits

• Fully remote work environment
• Company vehicle provided for client site visits
• Healthcare benefits included
• Comprehensive benefits package
• Opportunities for professional development and certifications

Netranom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.