Job Details

Job Type

Full-time

Description

Overview

The Systems Administrator will service new and existing accounts in our data centers and on customer sites. You're responsible to analyze issues that arrive via the ticketing system, telephone, or e-mail and must have the ability to handle multiple problems at once. The Systems Administrator will work with internal and external technical teams during the support process to ensure customers' needs are met. The candidate will monitor and maintain systems to ensure the 24x7 Support Team delivers the highest level of customer service, minimizing downtime and providing solutions. This position reports directly to the 24x7 Helpdesk Service Manager.

Job Responsibilities

• Work with remote teams and individuals to resolve server and end user issues in a timely manner
• Ability to participate in the delivery of new systems and resources
• Document service and installation actions by completing forms, reports, logs, and records
• Ensure compliance with internal company and customer policies and requirements
• Interact and coordinate respectfully with other departments to resolve customer issues
• Must maintain SLA at 99%-100% and meet required resolution times
• Maintain Customer Survey scores at 4.7% or higher
• Assist in maintaining and updating internal systems related to department responsibilities
• This position is client-facing and requires great customer service skills.
• Demonstrated experience with managed services; specifically, Microsoft Azure, system patching, monitoring
• Monitor, correct, or escalate issues within data center network operations and facility infrastructure including Generators, HVAC units, UPS systems, Storage Systems, and Core Networking Equipment

• Must have at least one of the following certifications A+, CompTIA, N+
• Must have at least one of the following certifications CCNA, Microsoft Azure, Cisco, VMWare
• 2+ years of proven experience supporting and delivering IT services or equivalent work experience
• Experience supporting Server operating systems: Windows 2008/2012/2016/2019
• Experience supporting Windows operating systems
• Experience supporting Linux/Unix operating systems
• Knowledge of enterprise cloud services and concepts (Azure, GCP, AWS)
• MS and Linux system architecture and OS-level knowledge
• Knowledge of automation and use of scripting (PowerShell, Terraform, Python, etc.)
• Experience supporting MS Office, anti-virus, and back-ups

• Intermediate to Advanced computer operations including OS, Internet and email protocols, connectivity and understanding of Internet Networking
• 2+ years of proven experience supporting and delivering IT services
• Experience with virtualization (Hyper-V or VMWare or Azure) and cloud technologies
• Strong troubleshooting skills
• Strong customer service skills
• Strong problem-solving skills with proficient attention to detail
• Strong communication skills
• Weekends, night shifts, and holidays may be part of your schedule