Job Purpose
The Systems Administrator provides advanced technical support and infrastructure management to ensure timely, effective resolution of service requests. This role mentors Tier 1 Service Specialists, handles escalated incidents, and engineers solutions across on-premise and cloud environments. The ideal candidate communicates clearly with clients, documents thoroughly, and actively expands their technical skills through continuous learning and certifications.
Duties and Responsibilities
Tier 1 Support & Mentorship
- Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative team environment.
- Triage and resolve escalated tickets, thoroughly diagnosing complex technical issues and implementing effective solutions.
Technical Support & Systems Engineering
- Deliver hands-on support for core business applications, virtual environments (Microsoft Hyper-V, Parallels, VMware), and network infrastructure (WAN/LAN, switches, routers, firewalls).
- Support Microsoft technologies: Windows Server, Exchange, SQL Server, SharePoint, and Microsoft 365.
- Engineer and deploy system solutions tailored to client needs.
- Perform hands-on work in data center environments, including racking and stacking network equipment, patching fiber and copper cabling, and troubleshooting physical layer connectivity.
Client Communication & Service Delivery
- Maintain clear, professional communication with clients regarding incident status, planned changes, and scheduled maintenance.
- Resolve issues efficiently while ensuring a positive client experience.
Documentation & Consulting
- Document system configurations, changes, and troubleshooting steps to maintain accurate, accessible records.
- Conduct system reviews and provide recommendations to improve performance, reliability, and security.
Disaster Recovery & Security
- Implement and support disaster recovery solutions to protect data integrity and business continuity.
- Maintain network security through firewalls, VPNs, and access controls.
Continuous Improvement
- Stay current with emerging technologies and industry best practices.
- Pursue relevant certifications to advance technical competency.
Required Qualifications
Experience & Education
- High school diploma or GED required.
- 2–4 years of hands-on experience in technical support, systems administration, or a related role.
Certifications
- CompTIA A+ or a Microsoft Certified Fundamentals certification (e.g., MS-900, AZ-900).
- Within one year of hire, obtain one of the following associate-level certifications (training provided):
- Microsoft Associate (e.g., AZ-801, AZ-104)
- CompTIA Network+
- IT Glue Certified Professional Level 1
- SonicWALL SNSA
- Fortinet FCA
- Cisco CCST
- VMware VCTA
- Other comparable vendor or industry associate-level certifications will be considered.
Technical Skills
- Proficient in diagnosing and resolving issues across workstations, servers, networks, and applications.
- Experience with virtualization technologies and remote access solutions (VPN, Terminal Services / Remote Desktop).
- Familiarity with IT service management (ITSM) principles and support tools.
- Comfortable working in enterprise data centers and IDF/MDF closets; experienced with Cisco IOS/CLI for switch configuration, VLAN management, trunking, and basic routing troubleshooting.
Core Competencies
- Excellent customer service and communication skills, with a focus on active listening and empathy.
- Strong problem-solving ability and attention to detail.
- Comfortable working in a fast-paced environment with multiple competing priorities.
- Self-motivated with a demonstrated commitment to learning and growth.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Familiarity with VoIP phone systems and basic troubleshooting.
- ITIL 4 Foundation certification.
- Cisco CCNA or equivalent hands-on Cisco experience including Catalyst and Nexus platforms.
Performance Expectations
- Meet or exceed key service desk metrics, including:
- Response time (acknowledgment and first response)
- Mean Time to Resolution (MTTR)
- Utilization and efficiency targets
- Customer satisfaction (CSAT) scores
- Maintain accurate, thorough ticket documentation to enable seamless collaboration with Tier 2/3 teams.
- Maintain required PII/data-protection training scores.
- Provide consistent, professional communication with clients and internal stakeholders.
Working Conditions
- 40-hour work week; on-site, remote, or hybrid as business needs require.
- Flexibility to work varied shifts and provide on-call coverage as needed.
- Occasional travel may be required for on-site client support.
Physical Requirements
- Sitting for extended periods.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
- Ability to stand, bend, and work on ladders for extended periods in data center and server-room environments.
- Comfortable working in cold-aisle, loud environments and lifting equipment up to 50 lbs.