Systems Administrator 2
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 key to the service experience by responding to and resolving incoming IT requests and alerts from customers via phone, email, and in-person. The System Administrator spends the bulk of their time in service support operations, working with various business technologies, applications, and personalities to solve issues and tickets. They collaborate with their Team Leader to create a training feedback loop for Service Desk Administrators, empowering them to grow professionally and increase first call resolution. They also work with other System Administrators to ensure actionable tickets are resolved within acceptable timeframes. This position operates at a fast pace, handling high volumes of request tickets and phone calls. Success is measured by working with peers, leaders, and other departments to reduce daily tickets 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.
- Experience/skills in maintaining and supporting on-premises Windows servers (Server 2010, 2013, 2016, 2019) and Office 365 administration.
- Experience with Windows 10, 11 operating systems and limited Mac desktop operating systems.
- Experience with VPN remote implementation, troubleshooting, and problem resolution.
- Experience with Active Directory and Group Policies.
- Experience with Azure AD, Azure Backup Tools and Microsoft 365 stack.
- Experience with network, remote, and onsite support.
- Knowledge and understanding of mail flow troubleshooting, TCP/IP and security best practices.
- Knowledge and understanding of backup and recovery software and methodologies with tools such as Datto, Veeam and Microsoft Azure.
- Knowledge and understanding of firewalls, networking/routing (switches, routers, etc.), and wireless configurations.
- Dedication to exceptional service through patience, empathy, confidence, solution orientation, follow-up and effective communication.
- Excellent communication (verbal and written in English; listening and comprehension), documentation, and time management skills.
- Ability to build rapport and work productively with others (customers and teammates).
- Ability to work independently.
- Ability to manage conflict and stressful situations.
- Strong sense of initiative and ownership over work.
- Ability to adapt focus and work as necessary.
- Ability to work effectively and complete assigned tasks with minimal supervision.
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 a high volume of variable priority and complexity tickets (incidents and proactive maintenance) for small to medium-sized clients.
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
