The Systems Administrator acts as the second tier of support for Meriplex’s Technical Assistance Center(TAC). This role works within the TAC’s ticketing system to resolve Level 2 end user issues. The Systems Administrator must deliver exemplary customer service and technical advice while following all SOPs to complete customer requests. The person in this position is responsible for an array of mid-level issues ranging from basic firewall administration to troubleshooting Azure subscriptions.
Key Responsibilities:
- Provide advanced Active Directory and Office365 user account support.
- Deliver network and end-user VPN access support.
- Provide advanced level Active Directory GPO support.
- Offer second level VMware support.
- Administer server maintenance, security groups, and SAN connectivity.
- Perform basic firewall administration.
- Supply multifaceted authentication (MFA) support.
- Ability to troubleshoot and create Azure subscriptions.
- Administer spam solution products.
- Support MS Exchange servers.
- Manage wireless environment.
- Manage backup and replication solutions and storage devices.
- Perform technical equipment installations at customer sites.
Knowledge, Skills, and Abilities:
- Advanced knowledge of Microsoft 365 applications.
- Advanced knowledge of command line.
- Understanding of advanced technical triage methodologies.
- Advanced TCP/IP understanding.
- Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.
- Ability to effectively set expectations regarding delivery of service.
- Strengthen customer relationships by providing exemplary customer service.
- Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
- Adherence to ticketing methodologies regarding documentation, process, and workflow.
- Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
- Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
- Directly and indirectly support customers, vendors, and staff by providing top tier customer service.
- Basic Switching/Routing/Wireless/Firewall knowledge.
- Basic understanding of Azure.
- Basic understanding of how SAN functions.
Preferred Education, Experience, and Certifications:
- Prior MSP proactive support experience is highly encouraged.
- Network+ certification.
- Server+ certification.
- VMware certification.
- Azure certification.
- Microsoft 365 certification.
- Superior reading, writing, and communication skills.
- Intermediate knowledge of network concepts, devices, and best practices.
Work Schedule:
- TAC operates 24/7 – workday and after-hours shifts available, Monday-Sunday.
- Travel required, estimated up to 30%.
Physical Demands:
Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
