Managed Services & Systems Administrator

Salary: $105,000 - 145,000 per year Requirements:

• Bachelors degree in Information Technology or a related field is preferred.
• 3–5+ years of relevant IT experience supporting business technology environments.
• Experience in an MSP or other multi-customer technical setting is preferred.
• Background providing both remote and onsite technical support is preferred.
• Relevant Microsoft, CompTIA, SonicWall, or similar industry certifications are preferred.
• Strong technical knowledge across Microsoft Windows Server, Active Directory, Entra ID, Microsoft 365, Intune, Hyper-V, RMM tools, endpoint security, backup and disaster recovery, DNS, DHCP, TCP/IP, mail flow, firewalls, and network infrastructure.
• Solid workstation, server, networking, and cloud troubleshooting ability, including diagnosing individual incidents and broader systemic issues.
• Strong written and verbal communication skills.
• Professional, courteous demeanor with customers and internal teams.
• Excellent organization and time-management skills.
• Ability to shift effectively between proactive administration and customer-facing technical support.
• Ability to handle multiple priorities and changing customer requirements.
• Resourceful problem-solving, sound judgment, and effective decision-making skills.
• Ability to work independently with minimal supervision.
• Empathy and professionalism when supporting users.
• Ability to work effectively with stakeholders at all levels, from executives and IT staff to end users.
• Strong interest in learning new technologies, automation, scripting, and process improvement.
• Ability to work in the office and at customer locations.
• Ability to remain calm and professional in stressful technical situations.
• Ability to travel locally as needed.
• Ability to work occasional evenings or weekends as business needs require.
• Valid drivers license and reliable personal vehicle.
• Participation in the emergency on-call rotation is required.

• We monitor internal and external managed infrastructures on a daily basis.
• We administer, maintain, and enhance our managed services technology stack.
• We support our service desk and field technical teams from behind the scenes.
• We track alerts and proactively address recurring customer issues.
• We improve alerting, monitoring, scripting, and automation across managed services.
• We work with software, hardware, and cybersecurity vendors to resolve technical issues.
• We perform health analysis for managed services networks and infrastructure.
• We help report on the health, performance, and security of managed customer environments.
• We identify root causes of repeated technical problems and implement corrective solutions.
• We assist with testing, rollout, documentation, and ongoing administration of new managed services technologies.
• We contribute to SLA performance, case resolution, operational efficiency, and customer satisfaction goals.
• We deliver onsite and remote technical support to customers.
• We maintain an 80% billable utilization target on designated customer-service days.
• We respond to customer questions in a professional and courteous manner.
• We troubleshoot and resolve escalated service desk and infrastructure issues.
• We support desktops, servers, Microsoft 365, networks, and related infrastructure.
• We administer user accounts, permissions, email, and associated services.
• We perform scheduled maintenance remotely and onsite.
• We troubleshoot workstation, server, networking, firewall, backup, and software issues.
• We create, document, update, and escalate customer issues in line with ticketing standards and SLAs.
• We monitor assigned tickets and tasks through to resolution or appropriate escalation.
• We keep case notes, time entries, documentation, and resolutions accurate and current.
• We follow established change-management and customer-support procedures.
• We identify customer needs and sales opportunities and share them with the appropriate team members.
• We participate in the emergency on-call rotation.
• We maintain accurate and timely timesheets and service documentation.
• We collaborate with Service Desk, Systems Administration, Cybersecurity, and other IT Services teammates.
• We own assigned issues through resolution and escalate when appropriate.
• We keep our technical knowledge current and continue developing our skills.
• We complete other duties as assigned.

• Active Directory
• Cloud
• Firewall
• Flow
• Hardware
• Hyper-V
• Support
• Microsoft 365
• Network
• Security
• TCP/IP
• Windows
• Office 365
• Microsoft Intune

More:

We are part of the IT Services Group and this hybrid role reports to the Director, IT Services with no direct reports. The position combines proactive managed services administration with customer-facing IT systems support, typically split across three days focused on managed services and two days on customer service, though scheduling may vary based on customer and business needs. We offer the opportunity to work across both internal platform administration and hands-on client support, with local travel as needed and a focus on service quality, operational efficiency, and continuous technical growth.

last updated 37 week of 2026