SYSTEM ADMINISTRATOR MANAGED SERVICES
LEVEL 2 IT TECHNICAL SUPPORT
Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.
POSITION SUMMARY
The System Administrator is a Tier 2 technician who acts as a point of escalation for the Service Desk Administrator staff within our Service Teams. The System Administrator is a key part of our service experience by responding to and resolving incoming IT requests and alerts from our customers - over the phone, through email, and in person when needed. The System Administrator position will spend the bulk of their time within service support’s daily operations working with a myriad of business, technologies, applications and personalities to solve issues and tickets.
The System Administrator works closely with their Team Leader to create a training feedback loop for the Service Desk Administrators, empowering them with the knowledge to grow professionally and increase their first call resolution percentage, and decrease ticket escalations. They also work closely with System Administrators on other support teams to ensure that only actionable tickets are hitting the support boards, and that those are resolved within an acceptable timeframe. This position operates at a very fast pace and must be comfortable handling high volumes of request tickets and phone calls. Success within this role is to work with peers, leaders and other departments to reduce the number of tickets generated daily and increase first call resolution.
WHAT DOES OUR SYSTEM ADMINISTRATOR DO?
- Act as the primary escalation point for our Service Desk Administrators, handling customer facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
- Be responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Tier 3 Network Administrator (NA).
- Be responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected. It is expected the majority of this work can happen during normal business hours. It is expected a limited number of client maintenance tasks will require some work outside of normal business hours.
- Handle overflow inbound call volume during busy times.
- Act as the on-call support on a rotational basis.
WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?
- High school diploma or equivalent.
- 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.
WHAT DO I NEED TO BE A SUCCESSFUL SYSTEM ADMINISTRATOR?
- Experience/skills in:
- Maintaining and supporting on-premises Windows servers including Server 2010, 2013, 2016, 2019 and Office 365 administration
- Windows 10, 11 operating systems and limited Mac desktop operating systems.
- VPN remote implementation, troubleshooting, and problem resolution
- Active Directory and Group Policies
- Azure AD, Azure Backup Tools and Microsoft 365 stack
- Network, remote and onsite support
- Knowledge and understanding of:
- mail flow troubleshooting, TCP/IP and security best practices
- backup and recovery software and methodologies with tools such as Datto, Veeam and Microsoft Azure
- firewalls, networking/routing (switches, routers, etc.), and wireless configurations
- Personal skills and abilities:
- Dedication to exceptional service through patience, empathy, confidence, solution orientation, follow-up and effective communication.
- Excellent communication (verbal and written in English; listening and comprehension), documentation (for all levels internally and externally), time management skills.
- Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations.
- Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision.
WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?
- College/associate degree or higher in Information Technology.
- Understanding of and a background in working within the IT managed services provider business model, particularly in a support role.
- Experience with ConnectWise, ServiceNow, Ninja, or other similar MSP tools and software.
- Experience working with Microsoft Office 365 Administration, Microsoft Azure and other Cloud service offerings.
WHAT IS THE WORK ENVIRONMENT LIKE?
- Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
- Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
- Position requires regular contact with others - in meetings, by phone or by email.
- Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
- Position may require some travel to Convergence or client sites
WHY SHOULD YOU WORK HERE?
- Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
- Group benefits plans including medical, dental, vision, and 401k.
- Education and certification reimbursement is also available so we can help you grow.
- We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
- Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
- Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).
PERFECT FIT…
If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!
We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.
The compensation range for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.