Systems Administrator

Meriplex•Charlotte, NC

20d

About The Position

The Systems Administrator acts as the second tier of support for Meriplex’s Technical Assistance Center (TAC) and reports to a Manager, Managed Services. The role works within the TAC’s ticketing system to resolve Level 2 end-user issues, deliver exemplary customer service and technical advice, and follow standard operating procedures to complete customer requests. The position handles a range of mid-level issues, from basic firewall administration to troubleshooting Azure subscriptions.

Requirements

Advanced knowledge of Microsoft 365 applications.
Advanced knowledge of command line.
Understanding of advanced technical triage methodologies.
Advanced understanding of TCP/IP.
Ability to communicate technical information verbally and in writing to a wide range of end users and customer internal IT departments.
Ability to effectively set expectations regarding service delivery.
Ability to work in a team environment and treat coworkers, subordinates, and customers with respect.
Adherence to ticketing methodologies for documentation, process, and workflow.
Basic knowledge of switching, routing, wireless, and firewall technologies.
Basic understanding of Azure.
Basic understanding of SAN functionality.
Superior reading, writing, and communication skills.

Nice To Haves

Prior MSP proactive support experience is highly encouraged.
Network+ certification.
Server+ certification.
VMware certification.
Azure certification.
Microsoft 365 certification.
Intermediate knowledge of network concepts, devices, and best practices.

Responsibilities

Provide advanced Active Directory and Office 365 user account support.
Deliver network and end-user VPN access support.
Provide advanced Active Directory GPO support.
Offer second-level VMware support.
Administer server maintenance, security groups, and SAN connectivity.
Perform basic firewall administration.
Provide multifactor authentication (MFA) support.
Troubleshoot and create Azure subscriptions.
Administer spam solution products.
Support MS Exchange servers.
Manage the wireless environment.
Manage backup and replication solutions and storage devices.
Perform technical equipment installations at customer sites.
Support, manage, troubleshoot, and resolve service requests with appropriate urgency and professionalism.
Manage workflow using research, documentation, RMM tools, the ticket system, and communication.
Support customers, vendors, and staff directly and indirectly by providing top-tier customer service.
Follow ticketing methodologies for documentation, process, and workflow.
Set expectations regarding service delivery and strengthen customer relationships through exemplary customer service.
Work as a team member and treat coworkers, subordinates, and customers with respect.