System Administrator (Tier 3 Escalation)

This is a remote position.

 We are seeking a System Administrator (Tier 3 Escalation) to serve as the final technical authority, manage ticket flow during business hours, communicate directly with clients, and continuously improve system security and internal IT operations. The goal is a fully documented, standardized, and automated technical operation requiring no owner intervention within 90 days.

Team Structure:

• Tier 1: Live help desk handling basic issues
  

• Tier 2: Technicians handling on-site work and standard escalations
  

• Tier 3 (This Role): Final escalation authority and technical decision maker
  

Tier 3 Technical Authority:

• Serve as the final escalation point for all technical issues
  

• Provide guidance and support to Tier 2 technicians
  

• Make final decisions on complex problems and drive resolutions
  

• Ensure all changes are low-risk with proper rollback procedures
  

Ticket Queue Oversight & Coordination:

• Monitor ticket queues and ensure progress during shift
  

• Identify stalled tickets and drive resolution
  

• Coordinate internally using Slack
  

• Enforce urgency, prioritization, and accountability
  

Client Communication:

• Proactively contact clients on complex issues
  

• Explain problems, resolutions, and next steps clearly
  

• Represent the company as a Tier 3 technical authority
  

Security & Operational Improvement:

• Continuously improve client system security
  

• Identify risks and recommend solutions
  

• Enhance documentation, workflows, and internal processes
  

• Automate and standardize operations to reduce recurring work
  

Preferred Tech Stack:

• Atera (RMM and PSA)
  

• Hudu (documentation)
  

• Huntress, Axcient
  

• Microsoft 365, Unifi, Domotz
  

• RingCentral
  

• Dental/medical software (Dentrix, Eaglesoft, OpenDental)
  

Success Metrics:

• Owner has zero involvement in technical issues after 90 days
  

• Ticket backlog remains near zero
  

• Fewer incidents caused by careless changes
  

• Continuous improvement of operations, documentation, and standards
  

Requirements

• Fluent English (spoken and written)
  

• Confident in client communication and incident leadership
  

• 10+ years IT experience; 3+ years MSP experience
  

• Strong network and system administration background
  

• Risk-aware with disciplined change management
  

• Deep experience in routing, switching, firewall rules, and network segmentation
  

• Strong Microsoft 365 and Active Directory / Entra ID administration
  

• Ability to operate independently as Tier 3 with no escalation
  

• Fast ticket response and accountability
  

• Reliable internet, workstation, and professional headset
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.