IT Support Administrator
Managed Services Provider (MSP) Environment
Merlin Computer Services | Cleveland, Ohio | Full-Time | Hybrid Onsite, Remote & Client Travel
About Merlin Computer Services
At Merlin Computer Services, we help organizations leverage technology to operate more efficiently, securely, and confidently. As a growing Managed Service Provider (MSP), we deliver proactive IT support, cybersecurity solutions, Microsoft 365 services, cloud technologies, consulting, and strategic technology guidance to businesses throughout Northeast Ohio.
Our success is built on three core principles:
- Exceptional customer service
- Reliable technical expertise
- Continuous improvement
We believe technology support is about more than fixing problems. It is about building long-term relationships, reducing business risk, improving productivity, and helping our clients achieve their goals through technology.
As we continue to grow, we are seeking an experienced, customer-focused IT Support Administrator who can serve as a senior technical resource for our clients while continuing to expand into systems and network administration responsibilities.
Position Overview
The IT Support Administrator serves as a primary escalation point within our Managed Services team and plays a critical role in supporting the daily technology operations of our clients. This position bridges advanced end-user support, Microsoft 365 administration, endpoint management, and junior systems and network administration responsibilities.
This role is ideal for an experienced IT professional who enjoys troubleshooting complex issues, working directly with end users and business leaders, and developing infrastructure-focused skills that can lead to future Systems Administrator or Network Administrator career paths.
The successful candidate will support multiple client environments, manage technical projects, assist with infrastructure administration, and deliver outstanding customer experiences in a fast-paced MSP environment.
Key Responsibilities
Advanced Technical Support
- Provide Tier 1, Tier 2, and selected Tier 3 support for client environments.
- Serve as an escalation resource for IT Support Technicians and junior team members.
- Troubleshoot and resolve issues involving:
- Windows 10 and Windows 11 workstations
- Microsoft 365 applications and services
- Exchange Online
- Outlook and email systems
- Printers and peripherals
- Mobile devices
- VPN connectivity
- Multi-factor authentication (MFA)
- User access and permission issues
- Endpoint security platforms
- Remote access technologies
- Manage support requests from intake through resolution while maintaining excellent communication with clients.
- Deliver professional onsite, remote, and phone-based technical support.
- Support business-critical systems and ensure timely issue resolution.
Microsoft 365 & Identity Administration
- Administer Microsoft 365 tenants, licensing, and user accounts.
- Manage Microsoft Entra ID users, groups, and access policies.
- Support employee onboarding, offboarding, and user lifecycle management.
- Configure and maintain:
- Shared mailboxes
- Distribution groups
- Security groups
- Microsoft Teams permissions
- Exchange Online settings
- Assist with identity security and access management best practices.
- Support Microsoft 365 migrations and tenant administration.
- Help clients adopt Microsoft productivity and collaboration tools effectively.
Endpoint & Device Administration
- Deploy, configure, and maintain:
- Desktop computers
- Laptops
- Mobile devices
- Peripheral equipment
- Perform workstation maintenance, patch management, and software deployments.
- Maintain endpoint security and compliance standards.
- Utilize remote monitoring and management (RMM) tools to proactively identify and resolve issues.
- Support device inventory tracking and asset lifecycle management.
- Assist with workstation standardization and technology refresh initiatives.
Junior Network & Infrastructure Administration
In addition to end-user support responsibilities, this role will assist with administration and support of client infrastructure environments, including:
- Active Directory administration
- Group Policy management
- DNS configuration and troubleshooting
- DHCP administration
- TCP/IP networking support
- Firewall and network connectivity troubleshooting
- Wireless network support
- VPN technologies and remote access solutions
- Basic switch and network device administration
- Infrastructure monitoring and alert response
- Backup monitoring and verification
- Server health monitoring and routine maintenance
The IT Support Administrator will work closely with Systems Administrators and/or Network Administrators on projects such as:
- Network upgrades
- Infrastructure deployments
- Microsoft 365 migrations
- Cloud platform implementations
- Security initiatives
- Business continuity and disaster recovery solutions
- Hardware refresh projects
This position offers meaningful exposure to systems and networking technologies while building the experience needed for advancement into engineering and administrative roles.
Documentation & Service Excellence
- Maintain accurate ticket documentation within the PSA platform.
- Document troubleshooting processes, resolutions, and technical findings.
- Create and maintain internal knowledge base articles and standard operating procedures.
- Ensure client environments remain properly documented.
- Identify recurring issues and recommend long-term improvements.
- Adhere to service standards, response objectives, and documentation requirements.
- Contribute to continuous improvement efforts across the service organization.
What Success Looks Like
Successful IT Support Administrators at Merlin Computer Services:
- Resolve the majority of escalated support issues independently.
- Act as a trusted technical resource for both clients and team members.
- Deliver exceptional client experiences and maintain strong relationships.
- Demonstrate ownership and accountability from issue identification through resolution.
- Maintain thorough and accurate documentation.
- Identify opportunities to improve security, efficiency, and reliability within client environments.
- Reduce recurring support issues through proactive recommendations.
- Continue building technical expertise across systems, networking, cybersecurity, and cloud technologies.
- Develop the technical foundation necessary for progression into Systems Administration, Network Administration, or Engineering roles.
Required Qualifications
- 3+ years of professional IT support, help desk, systems support, or related experience.
- Strong troubleshooting and problem-solving skills.
- Experience supporting:
- Microsoft Windows environments
- Microsoft 365
- Exchange Online
- Active Directory
- Microsoft Entra ID
- Working knowledge of:
- TCP/IP networking
- DNS
- DHCP
- VPN technologies
- Endpoint security solutions
- Experience managing support tickets and documenting technical work.
- Strong verbal and written communication skills.
- Excellent organizational and time management abilities.
- Ability to manage multiple priorities in a fast-paced MSP environment.
- Valid driver's license and reliable transportation for client visits.
Preferred Qualifications
- Prior experience working for a Managed Service Provider (MSP).
- Experience with:
- ConnectWise Manage or similar PSA platforms
- RMM platforms
- Microsoft Intune
- Endpoint management solutions
- Backup and disaster recovery technologies
- Business cybersecurity tools
- Microsoft certifications.
- CompTIA A+, Network+, or Security+.
- Experience supporting small and mid-sized business environments.
- Exposure to virtualization platforms such as Hyper-V or VMware.
- Basic experience with firewalls, switching, routing, and network administration.
Soft Skills We Value
We're looking for someone who:
- Takes ownership of problems from start to finish.
- Communicates effectively with technical and non-technical stakeholders.
- Maintains a customer-first mindset.
- Remains calm and professional under pressure.
- Learns quickly and adapts to changing technologies.
- Demonstrates initiative and accountability.
- Enjoys collaborating with teammates and mentoring junior staff.
- Possesses a strong desire for continuous learning and professional growth.
Why Join Merlin Computer Services?
Professional Growth
- Exposure to a wide variety of technologies and business environments.
- Opportunities to work with Microsoft 365, networking, cybersecurity, cloud services, and infrastructure technologies.
- Ongoing training and professional development support.
- Clear advancement opportunities into Systems Administrator, Network Administrator, and Engineering positions.
Meaningful Work
- Make a direct impact on business productivity and success.
- Solve challenging technical problems every day.
- Build trusted relationships with local business clients.
- Gain experience across multiple industries and technology platforms.
Competitive Benefits
- 401(k)
- Company Match
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Paid Time Off
- Professional Development Opportunities
Schedule
- Full-Time
- Monday through Friday
- Day Shift
- Combination of in-office, occasional remote, and onsite client work as needed
- Occasional after-hours project work may be required
- Local travel to client locations throughout Northeast Ohio
Join Our Team
If you're an experienced IT professional looking to grow beyond traditional help desk support and gain broader exposure to systems administration, networking, cloud technologies, and cybersecurity, we'd like to meet you.
Apply today and continue building your IT career with Merlin Computer Services.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Cleveland, OH 44110 (Required)
Work Location: In person
