Senior Systems Administrator

4 weeks ago


Mead, United States Enhanced Computing Solutions Full time

Job Description

Job Description overview The number one goal of everyone in our team is to make our Clients exceptionally happy. The

Senior Systems Administrator

plays an important role in making sure that happens. The

Senior Systems Administrator

handles escalated support requests for the

Service Delivery Team . They are assigned the support requests that the

Junior Helpdesk Technician

can’t handle as well as any projects that require assistance as well as monitor and manage client backups. When help is needed the

Senior Systems Administrator

can turn to the

Engineering Team

for guidance and support. RESPONSIBILITIES & TASKSCustomer service

Work on and resolve escalated Helpdesk Tickets Delight our Clients with a Friendly, Quick and Helpful Experience Provide the Client with advanced troubleshooting Backup monitoring USE of our TICKETING SYSTEM

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Managing and recording all work though our Ticketing System Make sure that Client Documentation is well maintained Split tickets that have several issues into their own individual ticket Make sure that tickets aren’t “stale” throughout the process PROJECT WORK From time to time the projects team will need additional resource to help deliver projects. communication, Reporting & risk

Create and maintain documentation for on-site processes Escalate tickets that require Service Delivery Manager support Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue Identify, Communicate and Mitigate potential risks to the

Service Delivery Manager

and Clients team work

Follow the schedule provided by the Service Delivery Manager or Service Coordinator Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues Identify opportunities for improvement and make constructive suggestions for change Contribute to the process of innovative change effectively Undertake other duties as required by the

Service Delivery Manager skills and attributesdesired

A love of (and ability to) Solve Problems & Challenges Great Communications skills, founded in being a good listener Understanding of support tools, techniques and how technology is used to provide services Understanding of operating systems, business applications, printing systems and network systems Diagnosis skills of technical issues related of end-user hardware & software and network devices Experience and knowledge of working with the Microsoft 365 Platform Experience working with vendors for expedited troubleshooting of hardware and software systems Must be able to type quickly and accurately while talking on the phone Advanced knowledge of IT Applications, Software & Hardware The ability to speak both Geek

and

human Great Communications skills, founded in being a good listener The ability to keep up with & adapt to the fast-paced IT world nice to have

Experience using a Ticketing system / RMM Tool and PSA software Experience providing support via remote tools Experience handling Technical Service Tickets Professional IT Certifications such as Microsoft MCP, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks

We offer Health / Dental

and

Vision coverage An easy-going environment and culture (we all enjoy what we do) Subscription to Cybrary.it A Company Laptop A Proactive Approach to Ongoing Training to help you develop life-long skills 401K

Salary: $80k - $85k Powered by JazzHR eTFrhx4Z7C

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