Systems Administrator

IronEdge Group, LTD•Houston, TX

11d•Remote

About The Position

Systems Administrators are the front-line technical support for end users; actively listening to client problems and concerns to effectively remediate issues. Each Systems Administrator will escalate within and outside the team to ensure client service and experience are set at the highest levels. They are responsible for serving as a technical escalation point, providing mentoring support to staff, and managing tickets and allocating resources as needed. The Systems Administrator performs complex repairs to software and peripheral equipment configurations, following design or installation specifications; sets up user accounts and configures email access; answers user inquiries; and trains users in the proper use of hardware or software. The position requires a sense of urgency to address customer issues quickly and professionally. Systems Administrators pay close attention to detail, document remediation steps for issues, ensure tickets are filled out according to company standards, and complete accurate time entry. Professionalism and excellent communication skills are important to provide customer service to every client, including high-level executives. Systems Administrators provide mentorship and leadership to team members and delegate tasks as needed. They provide high-level oversight of ticket boards to support the delivery of SLAs and high service standards. This position participates in an on-call rotation (quarterly).

Requirements

Bachelor's degree and/or four plus years of related experience
Ability to train and mentor others
Keen ability to problem solve
Innate ability to multitask and stay organized
Exhibit a professional demeanor and strong interpersonal skills
Ability to interact in a variety of situations, including customer service, orientations, training and networking
Successful completion of a criminal background check
Managed Service Provider (MSP) experience
Pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility

Responsibilities

Serve as a technical escalation point
Provide mentoring support to staff
Manage tickets and allocate resources as needed
Perform complex repairs to software and peripheral equipment configurations
Set up user accounts and configure email access
Answer user inquiries
Train users in the proper use of hardware or software
Document remediation steps for issues
Ensure tickets are filled out according to company standards
Complete accurate time entry
Provide high-level oversight of ticket boards to support the delivery of SLAs and high service standards
Participate in an on-call rotation (quarterly)