Systems Administrator II

Ntiva, Inc.•, TX

3d•$54,000 - $70,000•Hybrid

About The Position

As a Systems Administrator II at Ntiva, you will provide on-site technical support to clients and implement, maintain, and improve their infrastructure. You will advocate for clients, helping align Ntiva’s services and client goals to provide secure, high-performance infrastructure that meets business needs. This is a hybrid-remote role with approximately 30% on-site work at client locations throughout the San Antonio, Texas area; the remote/on-site allocation may fluctuate based on business needs. The regular schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. CST, with participation in a rotating on-call schedule. The role includes client service and technical support for client infrastructure and core business applications, maintaining client relationships, identifying client needs, participating in projects, and documenting client configurations and processes. You will keep clients informed about support progress, changes, and outages; manage ticket follow-up and closure timelines; and escalate concerns. Administrative work includes recording ticket time and expenses, scheduling service delivery, and submitting weekly timesheets. The role also requires ongoing self-paced training and industry certifications.

Requirements

College or technical degree, or 3 years of IT support experience related to Microsoft, HP, Dell, and/or Cisco.
Ability to communicate professionally in English, both orally and in writing.
Ability to write business correspondence and process procedures.
Ability to present information effectively and respond to questions from groups of managers, clients, and the general public.
Ability to perform work involving extended periods of sitting or standing and regular use of computers and office equipment.

Nice To Haves

Experience working for a Managed Services Provider.
Experience with Windows workstation repair, maintenance, malware removal, and deployment.
Experience configuring network settings on workstations.
Experience supporting RDP clients.
Experience with Office 365 account and client support.
Experience monitoring and maintaining server backups.
Experience supporting wireless connectivity for mobile devices and workstations.
Experience supporting smartphones, tablets, and laptops.
Experience with Exchange mailbox administration.
Experience creating and managing Active Directory accounts.
Experience mapping network drives and printers.
Experience diagnosing network connectivity issues for workstations.

Responsibilities

Provide responsive, professional client service and build and maintain long-term client and vendor relationships.
Provide IT support for client infrastructure and core business applications.
Learn clients’ businesses and how IT supports their needs, and develop knowledge of Ntiva’s service offerings.
Participate in projects and perform assigned duties and other related technical tasks.
Identify client needs and report them to the Service Manager.
Update documentation for client configurations and processes.
Coordinate managed services installations and maintenance with Centralized Services.
Keep clients informed about technical support progress, impending changes, and expected outages.
Identify potential client concerns, report concerns or complaints to the Service Manager, VP Operations, and CXO, and respond to communications in a timely, professional manner.
Contact clients within 3 business days for tickets in Follow Up status unless a further delay is documented on the ticket.
Close tickets within 7 business days unless a further delay is documented on the ticket.
Complete self-paced training in relevant technologies and obtain industry certifications consistently.
Enter time worked on each ticket daily and schedule service delivery through the ticketing system calendar.
Record expenses on service tickets for related credit card purchases and submit receipts daily.
Submit weekly timesheets by Saturdays at 12 p.m.

Benefits

Medical, dental, and vision coverage for employees and family.
401(k) with company matching: 4% match on a 5% contribution, with no vesting period; employee and company contributions begin after 90 days.
Company-provided group term life and accidental death and dismemberment coverage.
Voluntary short-term disability and company-provided long-term disability coverage.
Health Savings Account and PPO options.
Employee Assistance Program.
Paid Time Off, Volunteer Time Off, 8 paid holidays, and 3 floating holidays.
Education reimbursement program.
Employee referral program with cash bonuses for successful referrals.
Recognition and rewards.
Promotion and advancement tracks.