Title: Professional Services Systems Administrator II

Position Type: Full-Time

Location: Austin, TX

FLSA: Salary/Non-Exempt

Department: Professional Services

Reports to: Director of Professional Services

SUMMARY:

This role will act as the technician for client projects by scoping and deploying IT solutions on time and within budget while maintaining excellent customer service.

JOB DUTIES, FUNCTIONS AND COMPENTENCIES:

• Install and configure IT infrastructure for clients including servers, storage, virtualization, and network solutions

• Communicate often with clients and document all results.

• Update site and network documentation for all client projects.

• Provide consulting services to the account manager to help analyze, design, develop, recommend, and implement complex IT solutions.

• Coordinate with account manager to assist and advise in product purchases requested by clients.

• Scope and execute IT projects.

• Maintain or improve technical proficiency via courses, exams, certifications, etc.

• Be available to troubleshoot and resolve Tier 2 and 3 technical issues involving any of the following:

  • Microsoft’s core business applications: Windows Server/Desktop, Exchange, SQL, SharePoint.

  • Remote access solutions: Citrix, VPN, Terminal Services.

  • Backup, business continuity, and disaster recovery solutions.

  • Networking: WAN and LAN connectivity, routers, firewalls, and security.

  • VoIP telephone systems.

  • Other hardware and peripherals.

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS:

• Job Qualifications:

  • At least one professional IT certification, such as Microsoft MCP, MCSA, MCSE, Citrix CCEA or CCIA, Cisco CCNA, CompTIA Net+, Security +, AWS or Azure

  • An intermediate level of understanding of the technologies, solutions, troubleshooting, and support required to help our clients

  • Honest, dependable, and full of integrity

  • Possess a genuine desire to help others

  • Take ownership of all tasks and commit to high quality results

  • A track record of self-improvement and continuous learning

  • Ability to seamlessly adapt to changes quickly

  • Great sense of humor

  • Interpersonal skills: telephone skills, communication skills, active listening, and customer-care

  • Organizational and project implementation skills

  • Typing, writing and presentation skills

  • Professional attitude and appearance

  • Ability to make decisions in matters of significance

• Experience Requirements: Minimum of 3 years of experience working for a managed services provider, or 5 years of relevant IT experience.

PHYSICAL DEMANDS/SAFETY REQUIREMENTS/WORKING CONDITIONS:

Physical Demands: This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Ability to lift up to 50 pounds may be expected in addition to sitting for a specific segment of time.

Safety Requirements: Responsible to use appropriate procedures and techniques as required by the different projects and job duties.

Working Conditions: Work is primarily in an office setting.

Travel: Regular travel to client sites and other company locations is expected. Must have ability to drive company-owned or personal vehicle.

MISSION/VALUES/BEHAVORIAL EXPECTATIONS:

The person in this position is required to know and uphold the organization’s mission and values, demonstrate the behavioral expectations listed in the Personnel and Policies Handbook and demonstrate the ability to explain the specific application of the mission and values to this job.

It is the responsibility of any individual or organization having access to the company’s systems and information to comply with the organization’s Information Security Policy, associated guidelines and procedures and to take adequate steps to safeguard the security of the systems and information to which they have access.

Implementation and adherence to Information Security Policy is the responsibility of all company employees, partners, contractors and vendors working for the organization . It is important that every employee takes seriously, the use, protection and integrity of their own password/s or any other system passwords which they may be privy to from time to time and to encourage, guide and inform staff wherever possible for those who are responsible for the supervision of others.

All employees, partners, contractors and vendors have a responsibility to report security incidents and breaches of this policy as quickly as possible to the Information Security Officer, or their Supervisor. This obligation also extends to any external organization contracted to support or access the Information Systems of the company.