Systems Administrator For An Msp Apply
Job Expectations:
- Emulate and promote the ONE 2 ONE culture by adhering to vision, mission, and core values.
- Provide exemplary customer service to all existing and prospective customers
- Provide a 5-star IT experience
- Participate openly and directly in structured meeting cadences.
- Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability.
- Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed.
- Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
- Attend relevant webinars, seminars and training sessions as directed by management
- Deliver services in accordance with all contracted Service Level Agreements
- Manage user profiles, resolve file permissions, and file access issues
- Aid clients with basic use of common applications and operating systems
- Perform backup restoration and malware and virus remediation
- Troubleshoot and resolve technical escalations.
- Manage to resolution high priority issues defined by impact and urgency
- Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
- Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
- Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
- Adhere to established escalation processes to achieve resolution
- Utilize, create, maintain, and enhance client documentation in the PSA and documentation platform
- Develop, engineer and/or implement technical solutions to resolve clients’ business challenges
- Collaboratively and positively interact with hardware and software vendors to resolve client issues.
- Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE ‘s facilities
- Assist in deploying projects as needed and directed by management. Examples: Phone Systems, Server Upgrades, New PC’s, Hardware upgrades, Networking
- Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks
Requirements
- Motivated and solution-focused
- Experience in Managed Services Provider (MSP) business model
- Strong client service focus
- Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.
- Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment
- Results-oriented with ability to produce products that deliver organizational benefit
- Strong critical thinker with problem-solving aptitude.
- Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
- Strong Backup, Disaster Recovery, and Business Continuity skills
- Strong Active Directory administration skills
- Strong competency deploying and supporting the operating systems currently supported by Microsoft
- Above average competency with the Microsoft Office suite of products
- Strong understanding of TCP/IP, routing, switching, subnetting, etc.
- Experience in user administration in MS Exchange
- Experience with the development or troubleshooting of Group Policy Objects
- Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
- 2-4 years related IT direct customer support experience (or similar IT experience)
- 2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
- CompTIA Network+, MCSA: Windows Server or M365 Certified
Benefits
- Medical, Dental, & Vision with Employer Contribution
- 401K with Employer Match
- Paid Time Off
- Volunteer Time Off
- Employee Assistance Program
