Managed Services Admin | Grand Rapids, MI or Remote in Grand Rapids, Michigan at US Signal

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

The Tier 2 Managed Services Admin serves as the primary escalation resource within the Technical Operations Center, handling complex incidents and service requests that exceed Tier 1 scope across all product offerings. This role drives efficient issue resolution, provides mentorship to Tier 1 staff, and ensures a high standard of customer service through accurate documentation, sound escalation judgment, and adherence to established SLAs.

Key Responsibilities

• Escalation Support and Incident Resolution: Act as the primary escalation point for Tier 1 support, independently troubleshooting and resolving moderately complex system incidents and service requests. Assess issue complexity and customer impact to determine when escalation to Tier 3 is warranted, ensuring timely handoff with complete and accurate documentation in accordance with established procedures and SLAs.
• Mentorship and Team Development: Provide ongoing guidance and mentorship to Tier 1 support staff, supporting skill development, knowledge transfer, and a collaborative, high-performing team environment.
• Customer Interaction and Documentation Support: Assist with overflow customer interactions as needed, serving as a subject matter resource and ensuring all incident and service request documentation is accurate, thorough, and completed in a timely manner.
• Root Cause Analysis and Continuous Improvement: Perform troubleshooting and root cause analysis on recurring Tier 1 issues, contributing to problem resolution efforts and ongoing service improvement initiatives.

What you bring to the team:

• Administrative experience in 2 or more of the following technology areas:

1. Applications: Dynamics AX/365, BigFix, OpsRamp, Zabbix, etc.
2. Operating Systems: Windows, Linux
3. Database: Microsoft SQL, Oracle DB, PostgreSQL, or other database technologies
4. Public Clouds: Microsoft Azure, Amazon Web Services, Google Cloud, OpenCloud

• Technical Expertise: Demonstrates working knowledge of Windows, Linux, Databases, ERP Applications and/or Azure, with the ability to support and troubleshoot enterprise environments. Relevant certifications are a plus.
• Service Management & Operational Governance: Applies service management principles and operational governance frameworks (such as ITIL-aligned practices) to deliver consistent, reliable, and well-controlled managed services.
• Analytical Thinking & Problem Solving: Leverages structured analysis, data, and technical insight to diagnose moderately complex issues, assess risk, and implement effective, sustainable solutions.
• Customer-Centric Service Delivery: Maintains a strong customer focus by delivering clear communication, setting expectations, and prioritizing actions that protect service quality and customer outcomes.
• Ownership, Accountability & Business Awareness: Acts with accountability and ownership for services and outcomes, demonstrating sound judgment, integrity, and awareness of business impact.
• Collaboration, Professionalism & Empathy: Works effectively across teams and stakeholders with professionalism and empathy, fostering collaboration and positive working relationships.
• Availability to consult, assist and/or perform after-hours support and participate in on-call rotations

Competencies:

• Put the Customer First: Customer Focus, Service Orientation
• Simplify: Problem Solving, Strategic Thinking
• Be Transparent: Integrity, Communication, Trustworthiness

Education:

• Associate's degree or 2+ Years Professional Experience

Required License(s)/Certification(s):

• Ability to achieve CJIS certification within an orientation period of employment.

Working Conditions and Physical Demands:

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The anticipated salary rate for this position is $60,000.00 to $77,000.00 plus incentive depending on location, skills, experience, and other job-related factors. This role is also eligible for an annual performance-based bonus. Actual compensation will be determined based on a variety of factors, including but not limited to candidate qualifications, experience, geographic location, and internal equity.