Systems Administrator

Salary: $80,000 - 110,000/year

This role requires a resourceful, customer-focused person to manage the day-to-day operation of various IT networks and systems in support of an organization which includes local area networks, wide area networks, network segments, intranets, and other data communication systems. Additionally, performs incident management, change management, and problem management ticket handling responsibilities with our Service Desk team to resolve incidents, and tasks and complete projects within service agreements and established deadlines. In summary, lead and contribute to the overall success of IT team projects and tasks.

Essential Job Functions

• Manages daily Service Desk ticket escalations while following the proper ticket-handling process.
• Build, administer, maintain, and support network devices and other systems in a physical or virtual environment
• Solutions Architect (Presales)
• Serves as an advanced technical resource to the Project Management team for New Client Services Onboardings, Internal new Service onboardings and internal project onboardings
• Handles day-to-day advanced supports incidents and tasks in our ticket handline process (Networking, Systems Administration)
• Supports Service Desk Manager in mentoring and training the Service Desk team
• Partnering with off-shift Advanced Support team to own Problem Management
• Understand/support IT managed and professional services catalog
• Provide coaching/mentoring for team members and peers in areas that you are a SME (i.e.: filling in on triage and service desk responsibilities as needed)
• Lead the 1st Shift Advanced Support team, working closely with Systems Administrator and Jr Systems Administrator during the discovery and onboarding of new customers
• Works with the Service Desk, peers, and/or vendor support to resolve projects, task, and incident tickets to drive tickets to a close within the established SLA’s
• Read, understand, and learn from technical manuals, knowledgebase, books and other resources and be a subject matter expert (SME) to team members, clients and end users for systems and infrastructure under your responsibility
• Consistently create, upgrade, and maintain our knowledgebase (KB)
• Administration and support of Microsoft 365 (M365) services (includes Exchange, Teams, Office Suite, and SharePoint)
• Actively respond to RMM (Remote Monitoring Management)/NMS (Network Monitoring Solution) alerts and improve monitoring as needed to meet or exceed SLA’s
• Responsible for being on call for Advanced Support
• Effectively resolve and communicate tickets resolutions that achieve the desired business outcomes
• Proactively look for ways to improve service delivery
• Participate in service review and /or QA of individual and team deliverables
• Provide technical expertise during the presales process solutions by contributing to proposals that deliver value to our clients using industry best practices

Education and Experience

• 2 years as a systems or network administrator within an environment consisting of 50 servers while serving in an escalation or advanced senior role
• Bachelor’s degree in an IT or Business-related degree preferred (Associate’s degree, IT certifications, and/or equivalent experience may be substituted on an individual basis)
• Experience troubleshooting systems and applications within complex enterprise client environments
• Experience working within an ITIL-aligned IT team with exposure to Incident Management, Change Management, Service Review, and Service Delivery best practices preferred
• 2 years of experience migrating on-prem Exchange to Microsoft 365, including supporting and administering Exchange
• Median to Intermediate aptitude and experience with virtualization technologies with a willingness to learn (specifically VMWare and Hyper-V)
• Cloud computing service experience, specific Azure knowledge, and experience building, testing, deploying, and managing Azure applications and services
• Linux administration – intermediate as a minimum – Add/extend storage, networking, installing certificates (CentOS, Ubuntu, RedHat)
• Windows Server Administration – Median to Intermediate knowledge and experience with Active Directory administration and support
• DNS, DHCP – intermediate to advanced knowledge
• Intermediate to Advanced Networking knowledge – Route/Switch, VLAN, Firewall management, Access List, VPN (preferred experience with Fortinet)

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