Systems Administrator

Integris•Worcester, MA

11d•Hybrid

About The Position

The Systems Administrator is responsible for administering and supporting desktop, server, networking, virtualization, Microsoft 365, and cloud infrastructure environments while maintaining security best practices. This role provides advanced technical support, addresses escalated issues, and supports the stability and performance of client environments across multiple technologies. The Systems Administrator serves as the first escalation point beyond the Systems Technician level and is responsible for resolving complex issues efficiently and effectively. This position may execute responsibilities from the service desk, the field, a client site, an Integris office, or a remote home office depending on business and client needs. The Systems Administrator is expected to provide exceptional customer service through phone, email, remote, and onsite support. This position also plays a critical role in assisting clients, sharing knowledge, mentoring Systems Technicians, and contributing to documentation and process improvement efforts.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field preferred (or equivalent experience).
Valid driver’s license.
At least one intermediate certification is preferred. Examples including but not limited to: CompTIA Network+, CompTIA Security+, AZ-900, AZ-104, MS-102, CCNA, AI-103.
3-5 years of progressively responsible experience supporting infrastructure, end-user technologies, networking, virtualization, Microsoft 365, and cloud platforms.
Demonstrated success supporting client environments, serving as a technical escalation resource, and resolving advanced infrastructure and end-user support issues.
Experience mentoring junior technical staff, providing technical guidance, and contributing to documentation and operational best practices.
Administration and troubleshooting of Windows Server and Windows Workstation environments.
Strong Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, Intune, and related services.
Strong understanding of identity and access management, including Active Directory, Microsoft Entra ID, password resets, permissions, and user lifecycle support.
Working knowledge of Microsoft 365 security best practices and Zero Trust concepts.
Experience administering and troubleshooting virtualization platforms including Hyper-V and VMware.
Azure administration and cloud infrastructure support, including virtual machines, storage, backup, and related cloud services.
Networking experience including firewall administration, wireless access points, network segmentation, routing concepts, DNS, DHCP, VPN, VLANs, and Layer 2/3/4 switching.
Experience with firewall and network platforms including SonicWall, Meraki, WatchGuard, Auvik, or similar technologies.
Experience with MSP toolsets and documentation platforms, including ConnectWise, ConnectWise RMM/Automate, IT Glue, or similar technologies.
Experience administering backup and disaster recovery solutions, including Datto, Veeam, or similar technologies.
PowerShell scripting and automation concepts to improve operational efficiency.
Working knowledge of Microsoft Copilot and AI-enabled administration tools.
Ability to leverage approved AI solutions to improve troubleshooting, documentation, operational efficiency, and knowledge management.
Understanding of security, governance, and data protection considerations related to AI-enabled workplace technologies.
Ability to assist clients and internal teams in adopting AI-enabled productivity solutions and best practices.

Nice To Haves

Experience working within a Managed Services Provider (MSP), consulting, or multi-client IT environment is preferred.

Responsibilities

Work assigned tickets in order of SLA.
Assess, plan, troubleshoot, and resolve administrator-level issues efficiently and effectively to ensure minimal disruption to customer operations.
Serve as the primary escalation resource for the Systems Technician technical team, providing guidance and expertise to resolve complex issues efficiently.
Support advanced service desk, field, server, network, cloud, and line-of-business application issues.
Escalate complex multi-domain or engineering-level issues to Systems Engineers when appropriate.
Provide consultations as needed with internal and external stakeholders by providing technical expertise and knowledge of client environments.
Provide consultations with the Systems Technician technical team regarding escalations, aiming to coordinate directly where possible, empower them to solve issues, and act as a mentor.
Follow up with Systems Technician escalations, providing insight regarding resolutions.
Develop and contribute to processes and knowledge base articles to enhance service desk and shared team efficiency and effectiveness.
Demonstrate excellent customer service skills with a focus on professionalism, communication, follow-through, and problem-solving.
Provide advanced end-user, server, networking, virtualization, Microsoft 365, and cloud support and troubleshooting.
Administer and support client infrastructure environments including servers, workstations, firewalls, switches, wireless access points, virtualization platforms, and cloud technologies.
Support Microsoft 365 administration, including Exchange Online, SharePoint, Teams, Intune, and Microsoft Entra ID.
Troubleshoot advanced networking, connectivity, firewall, VLAN, DNS, DHCP, VPN, and wireless issues.
Support backup, disaster recovery, documentation, ticketing, remote management, and monitoring platforms.
Collaborate with colleagues and serve as a technical resource to address emergent problems or situations, offering coaching and guidance to the technical team.
Demonstrate familiarity with ITIL concepts to ensure adherence to industry best practices.
Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed.
Provide technical guidance and coaching to Systems Technicians.
Assist with onboarding, training, and development of technical team members.
Contribute to development of team training materials and knowledge base documentation.
Promote responsible and effective use of approved AI tools across the technical team.
Share AI-driven productivity techniques and operational improvements with Systems Technicians.
Elevate team capability through knowledge sharing and standardization of best practices.