Sr. Systems Administrator for an MSP

Description

Job Expectations

• Emulate and promote the ONE 2 ONE culture by adhering to the vision, mission, and core values
• Provide exemplary customer service to all existing and prospective customers
• Provide a 5-star IT experience
• Participate openly and directly in structured meeting cadences.
• Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability.
• Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed.
• Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
• Attend relevant webinars, seminars and training sessions as directed by management
• Deliver services in accordance with all contracted Service Level Agreements
• Manage user profiles, resolve file permissions, and file access issues
• Aid clients with basic use of common applications and operating systems
• Perform backup restoration and malware and virus remediation
• Troubleshoot and resolve technical escalations for complex issues
• Manage to resolution high priority issues defined by impact and urgency.
• Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
• Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
• Adhere to established escalation processes to achieve resolution
• Utilize, create, maintain, and enhance client documentation in the PSA and documentation platform
• Develop, engineer and/or implement technical solutions to resolve clients’ business challenges
• Collaboratively and positively interact with hardware and software vendors to resolve client issues.
• Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE ‘s facilities
• Assist in deploying projects as needed and directed by management.  Examples: Phone Systems, Server Upgrades, New PC’s, Hardware upgrades, Networking
• Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks

Requirements

• Motivated and solution-focused

• Experience in Managed Services Provider (MSP) business model
• Strong client service focus
• Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences.  Some experience working with board-level stakeholders preferred. 
• Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment
• Results-oriented with ability to produce products that deliver organizational benefit
• Strong critical thinker with problem-solving aptitude.  
• Ability to manage critical/companywide issues to resolution.
• Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
• Strong Backup, Disaster Recovery, and Business Continuity skills
• Strong Active Directory administration skills 
• Strong competency deploying and supporting the operating systems currently supported by Microsoft 
• Above average competency with the Microsoft Office suite of products
• Strong understanding of TCP/IP, routing, switching, subnetting, etc.
• Experience in user administration in MS Exchange
• Experience with the development or troubleshooting of Group Policy Objects
• Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
• 4 years + related IT direct customer support experience (or similar IT experience)
• 4 years+ troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
• CompTIA Network+, MCSA: Windows Server or M365 Certified

Benefits

• Medical, Dental, & Vision with Employer Contribution

• 401K with Employer Match

• Paid Time Off
• Volunteer Time Off
• Employee Assistance Program