Systems Administrator

OverviewThe Managed Services System Administrator will work with a team of managed services administrators and engineers to deliver excellent support and management of our customers’ environment. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. Our managed services team focuses on providing the comprehensive expertise our customers need to manage and operate their infrastructure. This role will have broad exposure across a range of cloud, server, virtualization, and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter with a broad technical background, the ability to learn quickly, and exceptional customer service skills.ResponsibilitiesSystem Operations:Document processes, procedures, and reporting to ensure our customer environments are operating efficiently and in line with best practicesParticipate in projects and customer onboardingsRegularly upgrade server, virtualization, backup, and storage systems as neededManage system infrastructure including, databases, testing computer equipment, firewalls, malware and other software and hardware Operations:Communicate clearly with customers both in writing and over the phoneExecute change requests and address issues escalated from other technical teamsPerform mid-level and advanced troubleshooting of issues across a wide range of technical platforms including Linux/Windows servers, network devices, hypervisors, and storage systemsRespond to automated alerts performing troubleshooting and resolution of issuesUse ticketing systems to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAsResearch technical issues, using internal and publicly available documentationWork with OEM and 3rd party support providers to resolve issuesProvide excellent customer service, staying calm and communicating clearly and professionally in stressful situationsAbility to work independently and proactively to identify and resolve issues without direct instructionAct as an escalation point during both business and non-business hours, as requiredConfigure system backups and verify that backups have been completedProvide mentorship, guidance, and technical expertise to othersPerform other tasks as assigned by management QualificationsEducation and TrainingHigh school diploma required; college degree strongly preferredRelevant certifications strongly preferred: Azure Certified FundamentalsAWS Certified SysOps AdministratorMicrosoft MCSARed Hat RHCSAITIL 4 FoundationVCP Data Center Virtualization Experience3-5 years in a technical fieldExperience providing customer supportExperience in 24x7x365 Managed Services or SaaS organizationExperience using ITSM and Monitoring tool sets SkillsHighly analytical thinker and troubleshooterDetail oriented with excellent documentation and communication skillsSelf-motivated, passionate about technology, with the desire to learn new thingsAbility to administer online collaboration platforms such as M365 or G SuiteAbility to administer and manage Cloud Solution Providers native solutions strongly preferredAbility to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and PuppetAbility to administer common network infrastructure, such as switches, routers, load balancers and firewalls preferredAbility to administer unified communications platforms preferredAbility to mentor and train othersAbility to manage and track time independentlyFamiliarity with centralized patching and RMM solutions idealStrong knowledge of IT security principles