Managed Services Admin | Grand Rapids, MI or Remote

Description

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.

• 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:

• 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.

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

• Associate's degree or 2+ Years Professional Experience

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

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,…