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)