Support Systems Administrator / Level 2
About The Position
As a Support Systems Administrator (SSA), you will be part of the team to which our Service Desk team escalates tickets. As part of the SSA/Level 2 team, you will provide overall technology support for end users as well as support our clients' networks and systems. Some key activities in this role will include: 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
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, 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
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
Benefits
- 401k Plan with company match
- Profit sharing plan
- Career advancement with career development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
