Managed Services Systems Administrator at Copeland Technology Solutions – Amherst | Jobyssey

Job Description: Managed Services System Administrator

Reports to: Service Delivery Manager

Position Summary

The Managed Services System Administrator is responsible for resolving complex, high-severity, and systemic technical issues across managed customer environments. This role supports Managed Services by serving as the final technical escalation point when issues exceed Level 1 and Level 2 scope, requiring deeper technical expertise, cross-system analysis, and permanent resolution.

This position requires advanced technical capability across Microsoft 365, identity, endpoint management, networking, servers, cybersecurity tools, and customer environments. The Managed Services System Administrator strengthens service delivery by identifying root causes, implementing permanent fixes, improving system stability, and reducing repeat escalations.

Key Responsibilities

Complex & High-Severity Issue Resolution

Resolve complex, high-severity, and systemic incidents that require deep technical expertise.
Troubleshoot issues across users, workstations, Microsoft 365, networking, security tools, servers, and customer environments.
Own escalated issues through resolution, reassignment, or proper escalation.
Communicate findings, impact, and next steps clearly during critical issues.

System-Level Troubleshooting & Optimization

Perform advanced troubleshooting to improve reliability, performance, and scalability.
Identify configuration, performance, or system issues creating recurring support impact.
Implement approved optimizations that improve customer environment stability.
Recommend improvements when systems or tools create unnecessary support load.

Final Technical Escalation Authority

Serve as the highest technical escalation point within Managed Services.
Provide decisive resolution when issues exceed Level 1 and Level 2 scope.
Support the team by clarifying technical direction during complex escalations.
Escalate to the CTO when architectural direction, standards changes, or exceptions are needed.

Root Cause Analysis & Permanent Fixes

Identify root causes of recurring, critical, or high-impact issues.
Implement permanent corrective actions to prevent repeat incidents.
Recognize patterns across tickets, customers, tools, and environments.
Recommend training, SOP, documentation, or standards updates when needed.

Execution within CTO-Defined Standards

Execute technical work in alignment with CTS technical standards, architectures, and guardrails.
Identify environments, tools, configurations, or processes that do not align with standards.
gaps, conflicts, unsupported workarounds, or technical risks.
Provide clear technical context when standards are unclear or difficult to apply.

Advanced Technical Documentation & Knowledge Sharing

Document complex resolutions, system changes, and permanent fixes.
Maintain clear ticket notes in ConnectWise Manage and update IT Glue when needed.
Share knowledge with Level 1 and Level 2 technicians to reduce unnecessary escalations.
Improve visibility into repeat issues and known fixes.

Managed Services Stability Improvements

Implement fixes, optimizations, and configuration improvements within managed environments.
Reduce repeat incidents, escalation volume, and recurring technical disruption.
Improve the reliability and dependability of managed customer environments.
Escalate architectural concerns or standards-related changes to the CTO.

Autonomy & Decision Boundaries

The Managed Services System Administrator is expected to resolve complex technical issues independently within approved CTS standards, defined scope, and customer environments. This role may make technical decisions related to troubleshooting, remediation, optimization, and permanent fixes.

This role escalates security concerns, major customer-impacting issues, unsupported workarounds, architectural gaps, and changes that may affect multiple users, systems, or environments.

Technical & Professional Competencies

Microsoft 365: Understands how identity, access, permissions, Exchange Online, Teams, SharePoint, Intune, and sign-in behavior impact the user experience and can resolve or escalate complex tenant, security, or policy issues with clear technical context.

Modern Cloud & Endpoint Management: Understands how device management, cloud access, endpoint compliance, application deployment, and remote work tools impact the user experience and managed customer environments.

Legacy Infrastructure: Understands how traditional infrastructure, Active Directory, servers, permissions, group policy, DNS, DHCP, file shares, and hybrid environments impact daily operations and support stability.

Networking: Understands how network availability, routing, access, firewalls, VPNs, switching, wireless, VLANs, ISP issues, and infrastructure issues impact customer experience and system reliability.

Cybersecurity: Understands how security controls, user behavior, access policies, endpoint protection, email security, and customer risk impact support delivery and technical decision-making.

Root Cause Analysis: Uses structured troubleshooting to identify the actual cause of complex or recurring issues instead of relying on temporary workarounds.

Documentation & Escalation Quality: Maintains clear ticket notes, documents complex resolutions, updates IT Glue when documentation is missing or inaccurate, and escalates with full context and recommended next steps.

Customer & Team Communication: Communicates clearly with customers and internal teams during escalations, supports Level 1 and Level 2 technicians, and contributes to a more consistent service experience.

Behavioral Target

A steady, analytical, and technically strong administrator who works well within structure, follows standards, documents clearly, and takes ownership of complex issues. This person should be calm under pressure, curious, accountable, and focused on permanent resolution rather than temporary fixes.

Success Looks Like

The Managed Services System Administrator resolves complex and escalated issues accurately, documents work clearly, identifies root causes, and escalates with the right technical context when needed.

Success is reflected in fewer repeat incidents, stronger support for Level 1 and Level 2 technicians, improved documentation, and better visibility into technical gaps, standards issues, and customer environment risks.

Customers receive more stable and dependable support, and the Managed Services team becomes more consistent, efficient, and less dependent on the CTO for day-to-day escalations.

Total Compensation:

Copeland offers a competitive salary and benefits package including:

401k Plan after 6 months
Health insurance with an employer contribution to premium day one
Employer funded Health Reimbursement Account (HRA)
PTO
Voluntary Dental, Vision, AFLAC options, and a Flexible Spending Account with Medical and Dependent Care options

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