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Senior IT Systems Administrator for Managed Services

2 months ago

Lancaster, Pennsylvania, United States ONE2ONE Inc. Full time

Position Overview

The Senior IT Systems Administrator plays a pivotal role in ensuring seamless IT operations within a Managed Services Provider (MSP) framework. This position is designed for individuals who are committed to delivering exceptional service and fostering a collaborative work environment.

Key Responsibilities

  • Embody and advocate for the core values and mission of ONE2ONE Inc.
  • Deliver outstanding customer service to both current and potential clients.
  • Ensure a top-tier IT experience for all users.
  • Engage actively in scheduled meetings and discussions.
  • Take ownership of weekly tasks and quarterly objectives with a strong sense of accountability.
  • Utilize the company’s PSA, RMM, and documentation tools as instructed.
  • Represent ONE2ONE Inc. at community events and functions as directed.
  • Participate in training sessions and webinars as assigned.
  • Provide services in alignment with established Service Level Agreements (SLAs).
  • Manage user profiles and address file permission and access challenges.
  • Assist clients with the fundamental use of common software applications and operating systems.
  • Conduct backup restorations and address malware and virus issues.
  • Troubleshoot and resolve escalated technical issues.
  • Effectively manage high-priority issues based on their impact and urgency.
  • Document all requests and activities in the service ticket system, including important customizations.
  • Participate in an on-call rotation to ensure support availability as per SLAs.
  • Maintain regular communication with clients and internal teams to set expectations and address requests.
  • Follow established escalation procedures to achieve timely resolutions.
  • Create and maintain comprehensive client documentation within the PSA and other platforms.
  • Develop and implement technical solutions to meet client needs.
  • Collaborate positively with hardware and software vendors to resolve client challenges.
  • Deploy, troubleshoot, and repair hardware and software both on-site and remotely.
  • Assist in project deployments as required, including phone systems, server upgrades, and networking tasks.
  • Travel as necessary to client locations for various IT-related responsibilities.

Qualifications

  • Driven and solution-oriented mindset.
  • Experience in the Managed Services Provider (MSP) sector.
  • Strong focus on client service excellence.
  • Exceptional written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Self-motivated with the capability to prioritize and manage complex tasks in a dynamic environment.
  • Results-driven with a focus on delivering value to the organization.
  • Strong analytical and problem-solving skills.
  • Ability to manage critical issues effectively.
  • Proficient in Professional Services Automation (PSA), remote control, and documentation practices.
  • Expertise in backup, disaster recovery, and business continuity strategies.
  • Strong skills in Active Directory administration.
  • Proficient in deploying and supporting Microsoft operating systems.
  • Above-average proficiency with Microsoft Office applications.
  • Solid understanding of TCP/IP, routing, switching, and subnetting.
  • Experience in user administration within MS Exchange.
  • Familiarity with Group Policy Objects development and troubleshooting.
  • Knowledge of SMB firewalls and basic networking equipment.
  • Minimum of 4 years of relevant IT customer support experience.
  • 4+ years of experience troubleshooting connectivity issues on desktop PCs, Macs, and Windows Servers.
  • Certifications such as CompTIA Network+, MCSA: Windows Server, or M365 are preferred.

Benefits

  • Comprehensive medical, dental, and vision coverage with employer contributions.
  • 401K plan with employer matching.
  • Generous paid time off policy.
  • Volunteer time off for community engagement.
  • Employee assistance program for personal support.