System Administrator

The System Administrator is a Tier 2 technician who acts as a point of escalation for the Service Desk Administrator staff within our Service Teams. The SA position will therefore still spend the bulk of their time within Service Support’s daily operations.

The ultimate level of success within this role is to work with peers, leaders and the NOC to reduce the number of tickets generated daily and increase first call resolution.

**What does our System Administrator do?**
- Act as the primary escalation point for our Service Desk Administrators, handling customer facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
- Be responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Network Administrator (NA).
- Be responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected. It is expected the majority of this work can happen during normal business hours. It is expected a limited number of client maintenance tasks will require some work outside of normal business hours.
- Handle overflow inbound call volume during busy times.
- Act as the on-call support on a rotational basis.

**What skills do I need to be a successful System Administrator?**
- Solid experience with Windows 7, 8, 10 operating systems and limited Mac OS desktop operating systems
- Experience with maintaining and supporting on premises Windows servers including Server 2010, 2013, 2016, and Office 365.
- Knowledge and understanding of mail flow troubleshooting, TCP/IP and security best practices.
- Experience with VPN remote implementation, troubleshooting, and problem resolution.
- Experience with Active Directory and Group Policies.
- Experience with Azure AD, Azure Backup Tools and Microsoft 365 stack.
- Familiarity with backup and recovery software and methodologies within Datto, Veeam and Microsoft Azure.
- Knowledge of firewalls, networking/routing (switches, routers, etc.), and wireless configurations.
- Exceptionally strong IT background with a focus on network support and remote as well as onsite support.
- Ability to work effectively within a team as well as independently.
- Excellent communication (verbal and written) and documentation skills at all levels internally and externally, interpersonal, and time management.
- Ability to multi-task in a fast-paced environment.
- Talented interpersonal abilities to build rapport with customers and teammates alike.
- Self-starter with a positive attitude.
- Strong sense of initiative and ownership over work.
- Exceptional follow-through skills.
- Ability to work effectively and complete assigned tasks with mínimal supervision.

**What are the qualifications I need to have?**
- High school diploma or equivalent.
- 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

**What qualifications would really help set me apart from other applicants?**
- College/associate’s degree or higher in Information Technology.
- Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
- Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
- Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.

**What is the work environment like?**
- This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 50 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Some after-hours work will be required. Work likely can be completed remotely.

**What is the physical work environment like?**
- This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**How often will I get formal feedback on how well I’m doing?**
- Six-month performance reviews, with every second review a performance and salary review.
- Performance review goals will be established between you and your team leader.

**Why sho