Systems Administrator

Systems AdministratorThe Systems Administrator provides advanced technical support and infrastructure management to ensure timely, effective resolution of service requests. This role mentors Tier 1 Service Specialists, handles escalated incidents, and engineers solutions across on-premise and cloud environments. The ideal candidate communicates clearly with clients, documents thoroughly, and actively expands their technical skills through continuous learning and certifications.Duties and ResponsibilitiesTier 1 Support & MentorshipProvide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative team environment.Triage and resolve escalated tickets, thoroughly diagnosing complex technical issues and implementing effective solutions.Technical Support & Systems EngineeringDeliver hands-on support for core business applications, virtual environments (Microsoft Hyper-V, Parallels, VMware), and network infrastructure (WAN/LAN, switches, routers, firewalls).Support Microsoft technologies: Windows Server, Exchange, SQL Server, SharePoint, and Microsoft 365.Engineer and deploy system solutions tailored to client needs.Perform hands-on work in data center environments, including racking and stacking network equipment, patching fiber and copper cabling, and troubleshooting physical layer connectivity.Client Communication & Service DeliveryMaintain clear, professional communication with clients regarding incident status, planned changes, and scheduled maintenance.Resolve issues efficiently while ensuring a positive client experience.Documentation & ConsultingDocument system configurations, changes, and troubleshooting steps to maintain accurate, accessible records.Conduct system reviews and provide recommendations to improve performance, reliability, and security.Disaster Recovery & SecurityImplement and support disaster recovery solutions to protect data integrity and business continuity.Maintain network security through firewalls, VPNs, and access controls.Continuous ImprovementStay current with emerging technologies and industry best practices.Pursue relevant certifications to advance technical competency.Required QualificationsExperience & EducationHigh school diploma or GED required.2–4 years of hands-on experience in technical support, systems administration, or a related role.CertificationsCompTIA A+ or a Microsoft Certified Fundamentals certification (e.g., MS-900, AZ-900).Within one year of hire, obtain one of the following associate-level certifications (training provided): Microsoft Associate (e.g., AZ-801, AZ-104)CompTIA Network+IT Glue Certified Professional Level 1SonicWALL SNSAFortinet FCACisco CCSTVMware VCTAOther comparable vendor or industry associate-level certifications will be considered.Technical SkillsProficient in diagnosing and resolving issues across workstations, servers, networks, and applications.Experience with virtualization technologies and remote access solutions (VPN, Terminal Services / Remote Desktop).Familiarity with IT service management (ITSM) principles and support tools.Comfortable working in enterprise data centers and IDF/MDF closets; experienced with Cisco IOS/CLI for switch configuration, VLAN management, trunking, and basic routing troubleshooting.Core CompetenciesExcellent customer service and communication skills, with a focus on active listening and empathy.Strong problem-solving ability and attention to detail.Comfortable working in a fast-paced environment with multiple competing priorities.Self-motivated with a demonstrated commitment to learning and growth.Preferred QualificationsBachelor's degree in Computer Science, Information Technology, or a related field.Familiarity with VoIP phone systems and basic troubleshooting.ITIL 4 Foundation certification.Cisco CCNA or equivalent hands-on Cisco experience including Catalyst and Nexus platforms.Performance ExpectationsMeet or exceed key service desk metrics, including: Response time (acknowledgment and first response)Mean Time to Resolution (MTTR)Utilization and efficiency targetsCustomer satisfaction (CSAT) scoresMaintain accurate, thorough ticket documentation to enable seamless collaboration with Tier 2/3 teams.Maintain required PII/data-protection training scores.Provide consistent, professional communication with clients and internal stakeholders.Working Conditions40-hour work week; on-site, remote, or hybrid as business needs require.Flexibility to work varied shifts and provide on-call coverage as needed.Occasional travel may be required for on-site client support.Physical RequirementsSitting for extended periods.Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.Ability to stand, bend, and work on ladders for extended periods in data center and server-room environments.Comfortable working in cold-aisle, loud environments and lifting equipment up to 50 lbs.