Senior Systems Administrator

Onni Group of Companies•Los Angeles, CA

23d

About The Position

GreyOwl is hiring a Senior Systems Administrator to serve as the technical escalation point for complex issues across our managed clients. You’ll troubleshoot and resolve high-impact incidents, lead root-cause analysis, mentor Tier 1–2 technicians, and help improve standards, documentation, and tooling. You’ll also partner with projects and leadership to reduce repeat issues and strengthen client environments.

Requirements

5+ years in IT support, with significant time in Tier 3 / escalation or Senior SysAdmin responsibilities (MSP experience strongly preferred).
Strong troubleshooting skills across Microsoft-centric environments: Windows Server administration, Active Directory / Entra ID concepts Microsoft 365 administration (Exchange Online, SharePoint/Teams fundamentals)
Solid networking fundamentals (TCP/IP, DNS/DHCP, VPN, VLANs, firewall concepts).
Experience with virtualization (VMware or Hyper-V) and backup/DR concepts.
Scripting/automation mindset (PowerShell preferred).
Strong written communication and client-facing professionalism.

Responsibilities

Tier 3 Escalation & Incident Resolution Take ownership of escalations from Tier 1–2 and drive issues to resolution with strong client communication.
Troubleshoot complex problems across servers, identity, cloud services, networking, security, endpoints, and line-of-business applications.
Perform structured root-cause analysis and implement permanent fixes (not just workarounds).
Systems Administration & Platform Ownership Administer and improve client environments (typical MSP scope): Microsoft 365, identity, endpoint management, servers/virtualization, backups, and core networking.
Implement proactive maintenance, monitoring improvements, and security hardening aligned to best practices.
Support lifecycle initiatives: patching, renewals, onboarding/offboarding, migrations, and standardization.
Service Excellence & Continuous Improvement Maintain excellent ticket hygiene: clear notes, time entries, documentation, and closure summaries in the PSA.
Create and maintain internal KB articles, SOPs, and runbooks.
Identify recurring pain points and propose/execute automation or process improvements.
Participate in (or lead) problem management to reduce repeat ticket volume.
Mentorship & Collaboration Coach and mentor technicians (technical skills, troubleshooting approach, documentation quality).
Collaborate with Service Manager/dispatch to prioritize effectively during high-volume periods.
Partner with Professional Services/Projects for clean handoffs and production-ready implementations.
On-Call / After-Hours (as applicable) Participate in an after-hours escalation rotation and support critical incidents when needed.