Systems Administrator 1
About The Position
Convergence Networks is a leading managed service and managed security provider focused on helping clients leverage technology as a strategic tool and proactively protecting their business. The System Administrator is a Tier 2 technician who acts as a point of escalation for the Service Desk Administrator staff within our Service Teams. This role is a key part of the service experience by responding to and resolving incoming IT requests and alerts from customers via phone, email, and in-person when needed. The System Administrator will spend the bulk of their time in service support's daily operations, working with various business technologies, applications, and personalities to solve issues and tickets. They will work closely with their Team Leader to create a training feedback loop for Service Desk Administrators, empowering them to grow professionally and increase first call resolution, while decreasing ticket escalations. They also collaborate with System Administrators on other support teams to ensure actionable tickets are on support boards and resolved within acceptable timeframes. This position operates at a very fast pace and requires comfort with high volumes of request tickets and phone calls. Success is measured by working with peers, leaders, and other departments to reduce daily ticket generation and increase first call resolution.
Requirements
- High school diploma or equivalent.
- 3+ years of relevant experience (e.g., Network Administrator, Systems Administrator, Tier 2 in a tiered environment).
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Previous experience providing onsite and remote/phone support in a fast-paced, high-volume environment.
Nice To Haves
- College/associate degree or higher in Information Technology.
- Understanding of and background in working within the IT managed services provider business model, particularly in a support role.
- Experience with ConnectWise, ServiceNow, Ninja, or other similar MSP tools and software.
- Experience working with Microsoft Office 365 Administration, Microsoft Azure and other Cloud service offerings.
Responsibilities
- Act as the primary escalation point for Service Desk Administrators, handling customer-facing service tickets requiring a higher technical skillset or more time.
- Be responsible for maintenance tickets generated by client infrastructure, resolving them or ensuring they are actionable before escalating to a Tier 3 Network Administrator.
- Be responsible for the health, maintenance, and documentation of assigned client network infrastructures.
- Handle overflow inbound call volume during busy times.
- Act as on-call support on a rotational basis.
Benefits
- Group benefits plans including medical, dental, vision, and 401k.
- Education and certification reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
