Technical Support Administrator

2 weeks ago

Cranbury, New Jersey, United States Integris Full time
Job Overview

Salary Range: $75,000-85,000 plus bonus

Are you prepared to make a significant contribution? Join Integris, where integrity aligns with innovation. Become part of a team that is transforming IT services by prioritizing "People First".

Integris stands as a premier IT solutions provider, delivering high-touch services that clients appreciate. Our team of highly skilled local professionals offers top-tier solutions, including dedicated vCIOs, specialized security and compliance advisory services, and a 24/7 help desk. As we swiftly expand nationwide, both organically and through collaborations with like-minded managed IT service providers (MSPs), we remain dedicated to sourcing the finest talent to play a pivotal role in reshaping IT services for our clients.

Position Summary

The Systems Administrator II is tasked with delivering proficient desktop-level support, server and network administration, as well as the deployment, advanced configuration, and upkeep of various systems, environments, and clients. This role also acts as an escalation point for Support Technicians and Systems Administrator I to address intricate issues.

Key Responsibilities

  • Deliver remote and on-site advanced technical support and system administration with an emphasis on client satisfaction and consistent service delivery.
  • Accurately document time and troubleshooting steps in the ticketing system.
  • Act as escalation support for Support Technicians and System Administrator I to resolve complex customer issues.
  • Configure and deploy new desktop and networking equipment, install business applications, and establish server infrastructure.
  • Ensure that appropriate data security and backup processes are in place to safeguard the client's business systems.
  • Create new process documentation to enable Support Technicians to assist with tasks, minimizing unnecessary escalations.
  • Update technical documentation that details the client's environment and configurations.
  • Manage time effectively to meet escalation or SLA requirements.
  • Thoroughly update shared documentation with any new or updated information discovered during troubleshooting.
  • Meet or exceed departmental service goals, including SLO responses/resolutions, CSAT responses, and productivity targets.
  • Conduct routine and scheduled audits of all systems, including backups.
  • Assist in developing a plan during incidents or emergencies as needed.
  • Participate in the after-hours on-call rotation as the secondary support engineer.
  • Engage in team meetings, report on action items, and help identify and resolve service delivery and customer issues.
  • Train new technicians in company practices and advanced skills.
  • Undertake any additional tasks, projects, or assignments as requested.

Qualifications

  • High School Diploma, GED, or equivalent; post-secondary education preferred.
  • 3-4 years of experience in computer technical support, including installation, deployment, and configuration of desktop equipment for end users, or post-secondary experience with 2 years in Systems Administration Support.
  • 2 or more industry certifications demonstrating experience with relevant technologies.
  • 2 years of experience troubleshooting advanced technical issues in networks and Windows-based server environments.
  • Proficiency in documenting detailed information about client environments and capturing troubleshooting notes for replication by other engineers.
  • Valid driver's license and ability to visit client sites as necessary.
  • Ability to represent the company responsibly at client sites with minimal supervision on technical matters.
  • Capacity to function autonomously based on experience and client knowledge.
  • Demonstrated advanced logical troubleshooting methodology and system and network analysis.
  • Proficient knowledge of network topology, TCP/IP, switching, and routing concepts.
  • Understanding of business continuity concepts, backup, and disaster recovery terminology and processes.
  • Knowledge of troubleshooting and configuring mobile devices and understanding Mobile Device Management concepts.
  • Solid understanding of WLAN concepts and experience supporting end-user wireless connectivity.
  • Experience with research and testing concepts to aid in troubleshooting unknown issues.
  • Solid understanding of best-practice security protocols.
  • Ability to manage and troubleshoot advanced back-end aspects of Microsoft Azure, Microsoft 365, and SharePoint.
  • Advanced understanding of Firewall concepts and the ability to manage and troubleshoot firewalls.
  • Ability to thrive in a fast-paced environment.
  • Excellent written and verbal communication skills, adaptable to different audiences.
  • Able to explain technical concepts clearly to various levels of internal or client organizations.
  • Ability to document all activities in detail and understand the importance of quality documentation.
  • Able to train new technicians and mentor junior team members.
  • Professional demeanor and presence at all times.

At Integris, we value our team members and offer comprehensive benefits, including:

  • Medical, Dental, and Vision Insurance
  • 401K Retirement Plan
  • Minimum 4 Weeks of Paid Time Off (PTO)
  • Birthday PTO
  • Paid Holidays
  • Paid Time Off for Volunteering
  • Short-Term and Long-Term Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Employee Assistance Program

Join us in shaping the future of IT services while making a positive impact on our clients and communities.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.

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