The Systems Administrator’s role is to ensure our clients' IT infrastructure runs smoothly so that their end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the Client’s sites.
Responsibilities
Strategy & Planning
- Create and maintain documentation as it relates to system configurations, network mapping, processes, and service records.
- Develop, implement and maintain policies, procedures, and associated training plans for system administration, usage, and disaster recovery.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
Acquisition & Deployment
- Design and deploy Servers, PC’s, LANs, WANs, and wireless networks, including firewalls, switches, UPSs, and other hardware.
- Oversee new and existing equipment, hardware, and software upgrades.
- Assist in software releases and roll-outs per Change Management best practices.
Operations
- Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
- Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.
- Manage servers, including database, e-mail, print, and backup servers and their associated operating systems and software.
- Assisting in providing Level I Support when request volumes are high.
- Act as an escalation point for advanced or difficult help requests.
- Build rapport with the clients that we support.
- Escalate problems (when required) to proper management.
- Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software and ensure virus definitions are up-to-date.
- Perform preventative maintenance, including checking and cleaning of servers, PC’s, printers and network devices.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups with Level I Technicians as required.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end-user expectations.
- Quickly and accurately record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Ensuring that work time is entered and ticket is properly closed.
Position Requirements
Formal Education & Certification
- College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
- Certifications not required but highly desirable.
Knowledge & Experience
- Knowledge of advanced computer hardware, including PC’s, Servers, networking hardware and printers.
- Experience with desktop and server operating systems, including Windows 7-8-10, Apple OSX and Windows Server 2008-2016.
- Working technical knowledge of current network hardware, protocols, and Internet standards.
- Excellent hardware troubleshooting experience.
- Working knowledge of a range of diagnostic utilities, including MalwareBytes, CCleaner, ESET, Various Network & System Performance Tools.
- Experience with ConnectWise PSA and LabTech RMM tools a big plus
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Strong documentation skills.
Personal Attributes
- Ability to conduct research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly and technical language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Self-directed and able to effectively manage schedule to achieve business profitability coupled with client satisfaction.
Work Conditions
- Regular part of the on-call rotation.
- Flexible scheduling and overtime is common
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Occasional inspection of cables in floors and ceilings.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.