Systems Administrator (MFR)

Job Summary

The Systems Administrator is primarily responsible to provide help desk support for client end users, which may include onsite diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting elevated support requests. Support request may entail issues related to active directory management, line of business applications, routing / switching, server and network hardware or their associated services and roles.

Essential Functions of the Job

  • Utilize ConnectWise PSA software to enter, assign, edit, and close service tickets
  • Ensure client end users and primary point of contact have an exceptional experience in all interactions
  • Correctly document and maintain all requests for service to ensure a timely and acceptable resolution
  • Interact with clients regarding training, support and other similar issues
  • Respond and resolved issues (Agent, AV, Patching and Backup) from “Active Issues/NOC” system
  • Must be capable of identify user needs, assessing problems and prioritizing response and analyze and isolate issues
  • Must be able to properly identify and troubleshoot problems, research solutions, and resolve the issues or escalate to other technical staff
  • Familiarity with industry standard troubleshooting practices required
  • Maintain system efficiency and make recommendations for future upgrades
  • Ensure design of system allows all components to work properly together
  • Evaluate and modify system’s performance
  • Install and repair faulty system components remotely and in person
  • Maintain network facilities in individual machines, such as drivers and settings of workstations as well as printers
  • Maintain network servers such as AD/App/File/Print/Hyper-V/ShoreTel servers, VPN, gateways, etc.
  • Administer Office365, spam/email routing, servers, desktop computers, printers, routers, switches, firewalls (Sophos and others), phones (ShoreTel and others), personal smartphones, software deployment, security updates and patches
  • Server administrator tasks such as; add, remove, changes to AD, distribution list / security groups, GPO design and implementation, and restoration or backup of data
  • Support LANs, WANs, network segments, Internet, and intranet systems
  • Design and deploy networks, and perform network address assignment
  • Assign routing protocols and routing table configuration
  • Assign configuration of authentication and authorization of directory services
  • Maintain network and system security
  • Monitor networks to ensure security and availability to specific users
  • Maintain integrity of the network, server deployment, and security
  • Other duties as assigned including weekend / afterhours / on-call support
  • Monitor individual and team KPI’s in real time and take action when appropriate to meet defined benchmarks

Other Duties and Responsibilities

  • Collaborate with other CORE teams to provide an exceptional client experience by following suggestions, instructions, and guidance
  • Maintain professionalism, confidentiality, and tact to represent the company in a positive manner at all times
  • Perform other duties as assigned including weekend, afterhours and on-call support

Skills and Abilities

  • Proven ability to provide exceptional customer service
  • Ability to act with a sense of urgency while paying attention to detail
  • Ability to multi-task effectively and thrive in a fast-paced environment
  • Ability to communicate in a positive, effective, and efficient manner
  • Ability to work independently and as part of a team
  • Ability to prepare, organize and present information to groups of people
  • Strong technical skills, including PC hardware, networking, and troubleshooting
  • Strong knowledge of Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012, etc.)
  • Knowledge of Mac OSX and iOS
  • Proficient with Microsoft Office Applications and the Internet
  • Technical awareness: ability to match CORE solutions to prospective client needs
  • Understanding of support tools, techniques, and how technology is used to provide helpdesk support
  • Typing skills to ensure quick and accurate entry of service request details
  • Ability to keep up on necessary ongoing industry related training and certifications
  • Complete knowledge of ConnectWise PSA and ability to demonstrate service request intake and processing

Experience Requirements

  • Minimum of three (3) years’ experience in a service dispatching, management or service support role, preferably in IT services, managed IT services, or IT consulting
  • Minimum of three (3) years’ experience with Microsoft Exchange & Microsoft Active Directory
  • Minimum of three (3) years’ experience with LAN and WAN configuration, setup, and troubleshooting (Cisco, HP, Fortinet, etc.)
  • Minimum of three (3) years’ experience working in a team environment
  • Proven record of successfully managing or assisting with computer or network related service desk role
  • Proven record of working with clients (internal or external) and providing excellent service is required

Education/Certification Requirements

  • A BA/BS in related field is preferred
  • One or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred
  • Possesses valid driver’s license and proof of insurance, acceptable driving record, and reliable transportation

Physical Requirements Essential to Perform The Duties of the Job

  • Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance
  • Frequently operates a motor vehicle while traveling to client site
  • Frequently exposed to outside elements when traveling to client site
  • Frequently sits and/or stands for long periods of time
  • Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting
  • Frequently works in a well-lit, tempered room
  • Frequently views the computer to perform duties
  • Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
  • Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pounds
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