Tier 2 IT Support & Systems Administrator

Job Title: Tier 2 IT Support & Systems AdministratorClassification: Salaried (Exempt)Reports to: SVP of Customer SupportRole 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 colleaguesComfortable managing IT systems, MDM platforms, and IT asset inventory remotelySkilled at quickly diagnosing and resolving a wide range of issues, both technical and process-relatedClear, empathetic communicator able to explain concepts to non-technical audiencesOrganized, detail-oriented, and able to manage multiple prioritiesFamiliar with ITSM and support platforms such as Zendesk, Intercom, ServiceNow, Remedyforce, Rippling, Jira Service Cloud, or similarResponsibilities / 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 systemsDeliver exceptional support to VIP customers with a high degree of professionalismEscalate complex issues to Tier 3 and Management with detailed documentationManage IT asset inventory, onboarding, and offboarding processes via RipplingAdminister internal IT tools, including Google Workspace, Microsoft 365, Slack, and other enterprise applicationsManage endpoint devices remotely using MDM (Rippling) including configuration, updates, and security complianceProvide remote support to employees across the organization, ensuring quick and efficient resolution of hardware, software, and access issuesAssist with user account management, access provisioning, and permissions in various platformsMonitor and maintain IT security best practices, collaborating with the security team as neededCreate and maintain IT documentation and internal knowledge base articlesContribute to IT-related projects, upgrades, and process improvement initiativesMinimum Qualifications:

2+ years experience in a support role, preferably Tier 2 or higherExperience administering IT systems and tools for internal teams in a remote environmentFamiliarity with IT asset management and MDM tools (Rippling preferred)Strong written and verbal communication skillsAbility to work both independently and collaborativelyPreferred Qualifications: 3-5 years in combined IT support and systems administration rolesExperience with Zendesk, Intercom, ServiceNow, Remedyforce, Jira Service Cloud, or similar ITSM toolsKnowledge of Google Workspace and Microsoft 365 administrationPrior experience in hospitality or a customer service-oriented industryWork 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 Disability100% 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 costChild Care Benefits and generous parental leaveCompany-provided daily lunches and snacksSalary: $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.

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