Systems Administrator

Overview

The 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.

Responsibilities

System Operations:

• Document processes, procedures, and reporting to ensure our customer environments are operating efficiently and in line with best practices
• Participate in projects and customer onboardings
• Regularly upgrade server, virtualization, backup, and storage systems as needed
• Manage 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 phone
• Execute change requests and address issues escalated from other technical teams
• Perform mid-level and advanced troubleshooting of issues across a wide range of technical platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues
• Use ticketing systems to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Research technical issues, using internal and publicly available documentation
• Work with OEM and 3rd party support providers to resolve issues
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Ability to work independently and proactively to identify and resolve issues without direct instruction
• Act as an escalation point during both business and non-business hours, as required
• Configure system backups and verify that backups have been completed
• Provide mentorship, guidance, and technical expertise to others
• Perform other tasks as assigned by management

Qualifications

Education and Training

• High school diploma required; college degree strongly preferred
• Relevant certifications strongly preferred:
• Azure Certified Fundamentals
• AWS Certified SysOps Administrator
• Microsoft MCSA
• Red Hat RHCSA
• ITIL 4 Foundation
• VCP Data Center Virtualization

Experience

• 3-5 years in a technical field
• Experience providing customer support
• Experience in 24x7x365 Managed Services or SaaS organization
• Experience using ITSM and Monitoring tool sets

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to administer online collaboration platforms such as M365 or G Suite
• Ability to administer and manage Cloud Solution Providers native solutions strongly preferred
• Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet
• Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls preferred
• Ability to administer unified communications platforms preferred
• Ability to mentor and train others
• Ability to manage and track time independently
• Familiarity with centralized patching and RMM solutions ideal
• Strong knowledge of IT security principles