Hey there. First time posting here, but I have been wondering for a long time about where I am in my career/role and thought to see what the community thinks.

I am looking to see how most would classify my role based on my workload.

I work for a small MSP and wear a lot of hats.

Aside from our one engineer, I am second in line for any emergencies that arise. I am also fallback for Helpdesk if our one helpdesk technician is unavailable or overloaded.

I perform onsites every 2 or 4 weeks for a number of our customers to perform Technical Alignment, building out our documentation and auditing hardware, and having FaceTime with customer management and users.

I have top level access to most of our tools/systems and have responsibilities monitoring for server and client alerts, AV/EDR, as well as any security issues with End user accounts (compromise or phishing etc...). I handle nearly all onboarding and offboarding of end users for all customer organizations.

Nearly all current documentation is something either I built or have updated for all customers.

I am expected to participate on an as needed basis for various projects, including workstation and server or network deployments.

I developed the now standard work and KPI dashboards for Helpdesk, Centralized Services, and Technical Alignment because when I joined the team they didn't exist.

I take ticket escalations from helpdesk for issues they cannot resolve, and rarely I escalate tickets to our engineer. Most of the time tickets I escalate simply get annotated and passed back to me leaving me to figure it out instead of receiving downtraining.

I also participate in oncall. Our oncall is structured as a full week oncall every N weeks based on techs I the pool, we have 3, so I am on call every third week.

Oncall lasts from 8 AM until 9PM during weekends and from the end of business day until 9PM on weekdays.

Currently my role on paper is a tier 2 Helpdesk Technician and I make $56k/yr.

My oncall compensation is an extra 80 hours PTO a year.

Is this normal or am I getting raked over the coals?