Support Systems Administrator / Level 2

Awecomm•Troy, MI

2d•Hybrid

About The Position

Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 3 years and counting. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive. At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people: Be Transparent – open and honest is not optional Be Helpful – enthusiastic, flexible, supportive, and team oriented Be Exceptional – together we can go beyond great, and be exceptional If you share our values, are excited about our mission, and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you.

Requirements

Proven track record of success, including completion of bachelor’s degree and/or technology certifications
Professional Technology Experience of 5+ years
System Administration experience of 1+ years
Experience working as part of a tiered Service Desk team
Excellent communication and documentation skills
Proven ability to provide exceptional client service and communicate with team members and clients at all levels of the organization
Strong analytical, troubleshooting, and problem-solving skills
Experience installing, configuring, and troubleshooting, and administering applications
Knowledge and experience with PowerShell scripts and automation
Proven ability to initiate and drive new processes, adapt, learn, and apply knowledge toward continuous improvement
Experience working with and troubleshooting security alerts, including spam alerts
Basic understanding of network concepts, firewalls and network switches
Experience and knowledge of: Windows Server Operating Systems and Active Directory
Knowledge of Virtualization - VMware or HyperV
Strong understanding and experience supporting Microsoft 365 and Azure
Strong focus on team success
Ability and passion to continuously learn new technologies in a fast-paced environment

Nice To Haves

Ability to work in a hybrid WFH/WFO environment

Responsibilities

Provide exceptional customer service to clients in support of incident and service request tickets.
Execute problem tickets (PT) as the problem manager, communicating internally and externally until the PTs are resolve.
Execute mitigation efforts on infrastructure and Pager Duty alerts.
Organize, track, and prioritize workload to exceed client expectations
Effectively capture technical issues and document in our ITSM (Halo PSA).
Assist Service Desk team and System Administrator team to resolve complex issues
Effectively communicate and interact with clients on complex support tickets
Provision, troubleshoot and effectively resolve various technology issues
Follow procedural documentation to triage, remediate, setup and provision solutions across a variety of technologies.
Ensure that current technical documentation and KB articles are complete, accurate and up to date after each ticket.
Provide support after-hours as part of a team on-call rotation