System Administrator

CloudIT LLC•Phoenix, AZ

24d•Hybrid

About The Position

The Systems Administrator is responsible for providing advanced technical support to ensure timely and effective resolution of service requests. This role emphasizes supporting Tier 1 Service Specialists by offering guidance, handling escalations, and delivering exceptional customer service. The technician is expected to demonstrate strong communication skills, proactively identify issues, and escalate them when necessary to maintain high levels of client satisfaction. This position also encourages continuous learning and pursuing relevant industry certifications.

Requirements

High school diploma or GED.
2-4 years of hands-on experience in a technical support or systems specialist role.
CompTIA A+ or Microsoft Certified Fundamentals certifications (MS-900, AZ-900, etc.).
Proficiency in diagnosing and resolving technical issues across workstations, servers, networks, and applications.
Experience with virtualization technologies and remote access solutions (VPN, Terminal Services).
Familiarity with support tools, techniques, and IT service management principles.
Excellent customer service and communication skills, with a focus on active listening and empathy.
Strong problem-solving abilities and attention to detail.
Ability to work efficiently in a fast-paced environment and handle multiple tasks.
Self-motivated and eager to learn and grow within the role.

Nice To Haves

One of the following associate-level certifications (obtain within one year; training provided): Microsoft Associate Certifications (AZ-801, AZ-104, etc.), CompTIA Network+, IT Glue Certified Professional Level 1, SonicWALL SNSA, Fortinet FCA, Cisco CCST, VMware VCTA.
Other vendor or industry-specific associate-level certifications will be considered.
BA/BS in Computer Science or related field.
Familiarity with VoIP phone systems and basic troubleshooting.
ITIL 4 Foundation certification.

Responsibilities

Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative and supportive team environment.
Assist with escalations by thoroughly diagnosing complex technical issues and implementing effective solutions.
Deliver technical support for core business applications, virtual environments (Microsoft, Parallels, VMware), and network-related issues (WAN/LAN connectivity, switches, routers, firewalls).
Implement and support Microsoft-related technologies, including Windows Server, Exchange, SQL, SharePoint, and Microsoft 365.
Engineer and deploy system solutions tailored to meet customer needs.
Maintain clear and professional communication with clients, keeping them informed about incident progress, upcoming changes, and scheduled outages.
Provide exceptional customer service by actively listening, resolving issues efficiently, and ensuring a positive client experience.
Document system configurations, changes, and troubleshooting steps to maintain accurate records.
Conduct system reviews and provide recommendations to enhance performance and security.
Implement and support disaster recovery solutions to ensure data integrity and business continuity.
Maintain network security through the configuration and management of firewalls and VPNs.
Stay updated with emerging technologies and industry best practices.
Pursue relevant certifications to enhance technical skills and knowledge.
Meet or exceed key service desk metrics, including response time, Mean Time to Resolution (MTTR), utilization and efficiency goals, and customer satisfaction scores (CSAT).
Maintain a high level of accuracy in ticket documentation to ensure seamless collaboration with Tier 2/3 teams.
Provide consistent and professional communication with clients and internal teams.
Maintain cloudIT required PII training score.