Tier 2 IT Technician
Tier 2 Technician — Morgantown, WV (Remote)Netranom | Morgantown, WV | Fully Remote | Full-Time
About Netranom
Since 1998, Netranom has been West Virginia's trusted IT partner — and we're proud of it. 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.
The Role
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 Do
- Provide escalated Tier 2 technical support for client environments via phone, remote tools, and on-site visits
- Administer and troubleshoot Windows Server environments (2016/2019/2022), including installation, configuration, and maintenance
- Support and resolve issues across Windows Desktop platforms (Windows 10/11)
- Manage and maintain Active Directory, including user accounts, group policies, OUs, and permissions
- Configure and manage DNS, DHCP, and related network services
- Implement, and troubleshoot VLANs and network segmentation strategies
- Configure and manage routing protocols and infrastructure across client networks
- Deploy, configure, and support SonicWall firewalls and security appliances
- Assist in onboarding new clients, including network assessments and documentation
- Work within a PSA/ticketing system (ConnectWise) to track, prioritize, and resolve support tickets in a timely manner
- Collaborate with Tier 1 technicians, providing mentorship and escalation support
- Document technical procedures, network diagrams, and client-specific configurations
- Participate in on-call rotation as needed to support after-hours critical issues
- 5+ years of experience in a related IT support or systems/network administration role
- Proficiency in Windows Server administration (2016, 2019, 2022)
- Strong Windows Desktop support skills (Windows 10/11)
- Hands-on experience with Active Directory administration and Group Policy
- Solid understanding of DNS, DHCP, and core network services
- Experience managing VLANs and network switching environments
- Clean driving record — required for client site visits
- Must pass a background check prior to employment
- SonicWall firewall configuration and administration experience
- Experience 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) environment
- Knowledge of backup and disaster recovery solutions (Datto, Acronis, Veeam, etc.)
- Exposure to VoIP/cloud phone systems configuration and support
- Understanding of cybersecurity fundamentals — endpoint protection, MFA, phishing mitigation
- Industry certifications such as CompTIA Network+, Security+, Microsoft (MD-102, AZ-104), or equivalent
- Strong troubleshooting mindset — you don't just fix it, you figure out why
- Excellent verbal and written communication skills; able to translate technical language for non-technical users
- Self-motivated and comfortable working independently in a remote environment
- Customer-first attitude — our clients love us, and you'll be a big reason why
- Ability to manage multiple priorities and work tickets efficiently under pressure
- Team player who's willing to share knowledge and elevate those around you
- Fully remote work environment
- Company vehicle provided for client site visits
- Healthcare benefits included
- Comprehensive benefits package
- Opportunities for professional development and certifications