Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork?
At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.
Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!
How you’ll make an impact
As the Systems Administrator II, you will provide on-site technical support to clients. You will be responsible for implementing, maintaining, and improving client’s infrastructure. This position is an advocate for the client, ensuring Ntiva and the client are in alignment to reach the common goals of a secured and high-performance infrastructure that meets their business needs.
Summary of Location and Hours
- This is a hybrid role that requires traveling to various client sites in the Houston area approximately 70% On-site/30% Remote
- Must have a valid driver’s license and insured vehicle
- Monday-Friday, 8am-5:30pm CST, with a rotating on call schedule
What you will be doing
Client Service
- Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
- Perform all duties with the goal of building and maintaining long-term client/vendor relationships
- Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
- IT support services for clients’ infrastructure, including clients’ core business applications
- Acquire specific knowledge of the client and how IT relates to their business
- Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
- Participate in projects by performing assigned duties
- Perform other related technical duties as assigned
Documentation, Reporting and SLA’s
- Identify clients’ needs and report to Service Manager
- Update documentation for client configurations or processes
- Communicate managed services installation and maintenance with Centralized Services
- Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
- Utilize active listening and client-care skills in identifying potential concerns
- Report client concerns or complaints to Service Manager, VP Operations, and CXO
- Answer internal and external communications timely and professionally
- Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
- Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Professional Development
- Routinely take self-paced training in technologies relevant to the team
- Obtain industry certifications on a consistent basis
Administrative
- Enter time worked on each ticket daily
- Schedule service delivery via the scheduling calendar in ticketing system
- Enter expenses on service tickets for any related credit card purchases and submit receipts daily
- Submit time sheets on a weekly basis, due by Saturdays at 12P
You’ll be successful in this role if you have experience in/with
- College or Technical degree OR 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
- Experience working for a Managed Services Provider
- Windows workstation repair, maintenance, malware removal, and deployment
- Configuring network settings on workstations
- RDP client support
- Office 365 account and client support
- Server backup monitoring and maintenance
- Wireless connectivity for mobile devices and workstations
- Mobile devices – smartphones, tablets, and laptops
- Exchange mailbox administration
- Active Directory account creation and management
- Network drive and printer mappings
- Diagnosing network connectivity issues for workstations
Required language skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Benefits and Perks
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period!
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
- Health Savings Account (HSA) Options / PPO Options
- Paid Time Off (PTO)
- Education Reimbursement Program
- Employee Assistance Program
- Generous Employee Referral Program – the more you refer the more you earn!
- Dynamic Recognition and Rewards
- Work with Industry-Leading Talent
- Clear Promotion and Advancement Tracks
The base pay range for this position is expected to be between $50,000.00 and $70,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.
Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval).
Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.
Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
Application Deadline:
The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 11/29/24.
