System Administrator
The Systems Administrator is responsible for providing advanced technical support to ensure timely and effective resolution of service requests. This role emphasizes supporting Tier 1 Service Specialists by offering guidance, handling escalations, and delivering exceptional customer service. The technician is expected to demonstrate strong communication skills, proactively identify issues, and escalate them when necessary to maintain high levels of client satisfaction. This position also encourages continuous learning and pursuing relevant industry certifications. Duties and Responsibilities
- Support for Tier 1 Service Specialists:
- Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative and supportive team environment.
- Assist with escalations by thoroughly diagnosing complex technical issues and implementing effective solutions.
- Technical Support and Troubleshooting:
- Deliver technical support for core business applications, virtual environments (Microsoft, Parallels, VMware), and network-related issues (WAN/LAN connectivity, switches, routers, firewalls).
- Implement and support Microsoft-related technologies, including Windows Server, Exchange, SQL, SharePoint, and Microsoft 365.
- Engineer and deploy system solutions tailored to meet customer needs.
- Customer Service and Communication:
- Maintain clear and professional communication with clients, keeping them informed about incident progress, upcoming changes, and scheduled outages.
- Provide exceptional customer service by actively listening, resolving issues efficiently, and ensuring a positive client experience.
- System Documentation and Consulting:
- Document system configurations, changes, and troubleshooting steps to maintain accurate records.
- Conduct system reviews and provide recommendations to enhance performance and security.
- Disaster Recovery and Security:
- Implement and support disaster recovery solutions to ensure data integrity and business continuity.
- Maintain network security through the configuration and management of firewalls and VPNs.
- Continuous Improvement and Learning:
- Stay updated with emerging technologies and industry best practices.
- Pursue relevant certifications to enhance technical skills and knowledge.
- Experience and Education:
- High school diploma or GED.
- 2-4 years of hands-on experience in a technical support or systems specialist role.
- Certifications:
- CompTIA A+ or Microsoft Certified Fundamentals certifications (MS-900, AZ-900, etc.).
- One of the following associate-level certifications (obtain within one year; training provided):
- Microsoft Associate Certifications (AZ-801, AZ-104, etc.)
- CompTIA Network+
- IT Glue Certified Professional Level 1
- SonicWALL SNSA
- Fortinet FCA
- Cisco CCST
- VMware VCTA
- Other vendor or industry-specific associate-level certifications will be considered
- Technical Skills:
- Proficiency in diagnosing and resolving technical issues across workstations, servers, networks, and applications.
- Experience with virtualization technologies and remote access solutions (VPN, Terminal Services).
- Familiarity with support tools, techniques, and IT service management principles.
- Soft Skills and Competencies:
- Excellent customer service and communication skills, with a focus on active listening and empathy.
- Strong problem-solving abilities and attention to detail.
- Self-motivated and eager to learn and grow within the role.
- BA/BS in Computer Science or related field.
- Familiarity with VoIP phone systems and basic troubleshooting.
- ITIL 4 Foundation certification.
The System Administrator is expected to:
- Meet or exceed key service desk metrics, including:
- Response time (initial acknowledgment and first response)
- Mean Time to Resolution (MTTR)
- Utilization and efficiency goals
- Customer satisfaction scores (CSAT)
- Maintain a high level of accuracy in ticket documentation to ensure seamless collaboration with Tier 2/3 teams.
- Provide consistent and professional communication with clients and internal teams.
- Maintain cloudIT required PII training score.
- 40-hour on-site or remote work weeks.
- Flexibility to work different shifts and on-call availability as needed.
- Travel may be required for on-site client support.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting moderately heavy objects, such as computers and networking equipment.
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