Resolve technical issues related to servers, operating systems, applications, and network connectivity.
Mentor junior technicians by answering high-level technical questions and providing guidance.
Assist team members with network troubleshooting and onsite challenges.
Use the ConnectWise Manage ticketing system to work on and resolve helpdesk tickets and service requests.
Record work in the ticketing system with accurate billing time and notes.
Maintain documentation of network designs, configurations, procedures, and onsite processes.
Create and update standard operating procedures for network operations and maintenance.
Document and communicate network changes and incidents.
Split tickets with multiple issues into individual tickets for tracking.
Support the project team with network design and implementation for client deployments.
Support network upgrades, migrations, and infrastructure optimization initiatives.
Collaborate on complex multi-site and hybrid network projects.
Escalate tickets requiring Service Delivery Manager support.
Communicate ticket status to clients throughout resolution and notify them of changes or outages related to their issues.
Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients.
Follow the schedule provided by the Service Delivery Manager or Service Coordinator.
Follow company security procedures and remain vigilant for security issues.
Identify opportunities for improvement, make constructive suggestions, and contribute to process improvements.
Desired Qualifications
Strong communication skills, including attentive listening.
Exceptional attention to detail and strong organizational skills.
Ability to adapt to changes in the IT field.
Ability to clearly answer and explain high-level technical networking and systems questions.
OVERVIEW
The Senior Systems Administrator provides advanced server and systems support to the Service Delivery Team. This position handles escalated system infrastructure requests, complex systems administration issues, system design and implementation projects, and proactive monitoring of client environments. The Systems Administrator must possess strong server expertise combined with solid systems administration knowledge to resolve complex infrastructure challenges spanning both domains. This role collaborates with the Engineering Team for strategic guidance and works closely with project teams to deliver enterprise-grade solutions. Additionally, this position supports and mentors junior technical staff by providing technical guidance and helping others develop their skills.
RESPONSIBILITIES & TASKS
HELPDESK ESCALATIONS & SUPPORT
Handle escalated tickets from the helpdesk team on complex network and systems issues
Provide advanced troubleshooting for network infrastructure problems affecting client operations
Resolve technical issues related to servers, operating systems, applications, and network connectivity
Mentor junior technicians by answering high-level technical questions and providing guidance
Assist other team members with network troubleshooting and onsite challenges
TICKETING SYSTEM & DOCUMENTATION
Use ConnectWise Manage Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Manage and record all work in the ticketing system with accurate billing time and notes
Maintain documentation of network designs, configurations, and procedures in ITBoost
Create and update Standard Operating Procedures (SOPs) for network operations and maintenance
Ensure all network changes and incidents are properly documented and communicated
Split tickets with multiple issues into individual tickets for proper tracking
PROJECT WORK
Support the project team with network design and implementation for client deployments
Support network upgrades, migrations, and infrastructure optimization initiatives
Collaborate on complex multi-site and hybrid network projects
COMMUNICATION, REPORTING & RISK
Create and maintain documentation for on-site processes
Escalate tickets requiring Service Delivery Manager support
Communicate ticket status to clients at every step of the way
Notify clients of any changes or outages related to their issues
Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients
TEAM WORK
Follow the schedule provided by the Service Delivery Manager or Service Coordinator
Adhere to all company security procedures and maintain vigilance for security issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to innovative process improvements
SKILLS & ATTRIBUTES
DESIRED
2+ years of hands-on experience in high-level network maintenance, configuration, and administration
Great communication skills, founded in being a good listener
Strong systems administration knowledge and experience with Windows Server and Azure environments
Advanced knowledge of network design principles and enterprise network architectures
Strong experience with SonicWall firewalls and network security appliances
Experience and knowledge of working with the Microsoft 365 Platform
Experience working with vendors for expedited troubleshooting of hardware and software systems
Proven experience configuring and troubleshooting VPN technologies
Advanced TCP/IP networking knowledge and network troubleshooting methodology
Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders
Exceptional attention to detail with strong organizational skills
Ability to keep up with and adapt to the fast-paced IT world
Ability to answer and explain high-level technical networking and systems questions clearly
Experience supporting Microsoft 365 or other cloud platforms from a network and systems perspective
NICE TO HAVE
Experience using ticketing systems, RMM tools, and PSA software (ConnectWise Manager)
Experience providing support via remote tools (Screen Connect)
Experience handling technical service tickets
Professional IT Certifications such as CompTIA Network+ and Security+
Client experience certifications such as Helpdesk Habits
Experience working on a helpdesk or for a Managed Service Provider (MSP) / IT Support Business
WHAT WE OFFER
Competitive health, dental, and vision coverage
An easy-going environment and culture (we all enjoy what we do)
Subscription to Cybrary.it for ongoing professional development
Company laptop and necessary equipment
Flexible work-from-home arrangements after 90-day probationary period
401(k) retirement plan
COMPENSATION $80,000 - $85,000 (commensurate with experience)