Tier 2 IT Technician

Tier 2 TechnicianSince 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 DoProvide escalated Tier 2 technical support for client environments via phone, remote tools, and on-site visitsAdminister and troubleshoot Windows Server environments (2016/2019/2022), including installation, configuration, and maintenanceSupport and resolve issues across Windows Desktop platforms (Windows 10/11)Manage and maintain Active Directory, including user accounts, group policies, OUs, and permissionsConfigure and manage DNS, DHCP, and related network servicesImplement, and troubleshoot VLANs and network segmentation strategiesConfigure and manage routing protocols and infrastructure across client networksDeploy, configure, and support SonicWall firewalls and security appliancesAssist in onboarding new clients, including network assessments and documentationWork within a PSA/ticketing system (ConnectWise) to track, prioritize, and resolve support tickets in a timely mannerCollaborate with Tier 1 technicians, providing mentorship and escalation supportDocument technical procedures, network diagrams, and client-specific configurationsParticipate in on-call rotation as needed to support after-hours critical issuesWhat You Bring Required Skills & Experience5+ years of experience in a related IT support or systems/network administration roleProficiency in Windows Server administration (2016, 2019, 2022)Strong Windows Desktop support skills (Windows 10/11)Hands-on experience with Active Directory administration and Group PolicySolid understanding of DNS, DHCP, and core network servicesExperience managing VLANs and network switching environmentsClean driving record — required for client site visitsMust pass a background check prior to employmentPreferred SkillsSonicWall firewall configuration and administration experienceExperience 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) environmentKnowledge of backup and disaster recovery solutions (Datto, Acronis, Veeam, etc.)Exposure to VoIP/cloud phone systems configuration and supportUnderstanding of cybersecurity fundamentals — endpoint protection, MFA, phishing mitigationIndustry certifications such as CompTIA Network+, Security+, Microsoft (MD-102, AZ-104), or equivalentSoft SkillsStrong troubleshooting mindset — you don't just fix it, you figure out whyExcellent verbal and written communication skills; able to translate technical language for non-technical usersSelf-motivated and comfortable working independently in a remote environmentCustomer-first attitude — our clients love us, and you'll be a big reason whyAbility to manage multiple priorities and work tickets efficiently under pressureTeam player who's willing to share knowledge and elevate those around youCompensation & BenefitsFully remote work environmentCompany vehicle provided for client site visitsHealthcare benefits includedComprehensive benefits packageOpportunities for professional development and certificationsNetranom 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. Netranom