Systems Administrator

the Company•Cleveland, OH

5d•Hybrid

About The Position

This Systems Administrator role supports and maintains client infrastructure and provides support to Vinson field personnel as assigned. This role is vital in ensuring our managed services are delivered at the highest quality and allows the company to grow the business. From the signature of a proposal to the ongoing support required, this individual is responsible for the management, setup and ongoing support required to guarantee a stable and robust infrastructure for our clients. Client infrastructure support for the assigned region will be the primary focus for this role, however, all remaining available time will be used to support the Grid Services team of Systems Administrators companywide.

Requirements

Associate’s degree in Computer Science, Information Technology, or a minimum of two years of experience in a similar role.
Minimum of 2 years of customer service experience.
Exposure to automation and scripting tools
Working knowledge of networking protocols, hardware, and software.
Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
Familiarity with hosted applications like Google Workspace
Experience with databases, networks (LAN, WAN) and patch management
Familiarity with various operating systems and platforms
Aptitude to troubleshoot and apply technical knowledge in unfamiliar situations.
Ability to comprehend and follow verbal/written instructions in English.
Ability to always present oneself in a professional manner.
High level of discretion and ability to follow confidentiality protocols.
Must have reliable transportation to travel to and from work sites.
Must maintain a safe driving record.
Must always carry valid vehicle insurance and a driver’s license.
Must clear a criminal background check.

Nice To Haves

5 years of technical support experience.
2 years of server and network administration experience.
Google IT Support Professional Certificate
CompTIA A+
CompTIA Server+
CompTIA Network+
Demonstrated experience repairing end-user equipment in a professional capacity.
Demonstrated experience diagnosing and resolving end-user server, networking and infrastructure issues.
Demonstrated experience performing technical work in a customer-facing role.

Responsibilities

Report to Grid Services Regional Director
Provide support for assigned projects
Provide support for Grid Services tickets according to company workflow
Assist other Systems Administrators with escalations or project tasks
Utilize Autotask to document/report work daily
Provide both on-site and remote support for escalations and projects as required
Participate in weekly Grid Services team calls
Reassign tickets to Field Team queue as required
Assist school staff by responding to, following-up on, and closing Grid Services tickets in a timely manner
Communicate professionally with the client and avoid using technical jargon
Provide excellent customer service to clients
Troubleshoot, modify and deploy existing or new switches, access points, routers and servers (physical and virtual) in alignment with Vinson Technical Standards
Provide recommendations for purchasing infrastructure (servers, switches, access points, etc.) that are aligned with Vinson Technical Standards
Complete an annual directory services (AD/GS) cleanup for all identified clients
Protect the privacy of confidential information, including records and files
Reference documentation to create, troubleshoot and modify user accounts according to established formulas
Keeps all network documentation up-to-date (Network and Infrastructure, User Account Creation & Network Maps)
Act as the primary resource for infrastructure-related projects (upgrading servers/networks, deploying new applications) as assigned by leadership
Routinely travel to client sites to provide onsite support and evaluate infrastructure security and health
Utilize remote management and monitoring (RMM) tools to service and support client infrastructure, triage outages or significant changes and notify teams of problems
Audit RMM settings periodically to ensure alerts related to appropriate client systems are delivered to the correct personnel
Act as the main contact for the assigned region for infrastructure support and escalation needs (as assigned by Regional Director)
Follows company procedures for Grid Services ticket workflows and escalations
Monitor and triage incoming tickets appropriately by accepting or reclassifying to the most appropriate queue
Notifies appropriate team member(s) of critical requests/issues
Learn from and cross-train peers on new or improved technical skills
Participates in team meetings, company training, and stays informed of company updates
Identify methods, procedures, products, etc. to help improve client support and communicate needs to Regional Director