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System Administrator Opening, Austin, TX

Location: Austin, TX

Post Date: 03/18/2022

Title: Systems Administrator II

Position Type: Full-Time

Location: Austin, TX

FLSA: Salary/Non-Exempt

Department: Managed Services

Reports to: Service Manager

SUMMARY:

This role is an intermediate to expert level Systems Administrator position that supports the company mission by delivering the highest level of customer service and support through the quick resolution of Tier 1, 2 and 3 technical issues for our clients. Additionally, the role acts as a primary technician demonstrating full technical ownership of a specific set of clients.

JOB DUTIES, FUNCTIONS AND COMPENTENCIES:

  • Promptly answer incoming telephone calls to triage and dispatch service tickets as necessary.

  • Communicate well with clients as required: keep them informed of incident progress; notify them of impending changes or agreed outages; document all results.

  • Troubleshoot and resolve Tier 1, 2, and 3 technical issues involving any of the following:

    • New user setups

    • New PC deployments

    • Microsoft desktop OS

    • Microsoft Office suite

    • Mac OS

    • Anti-Virus, Malware

    • Peripherals – Monitors, printers, multi-function scanner/printers, mouse, keyboard

    • Password changes (multi-platform)

    • VPN and Remote Desktop

    • Wi-Fi and wireless connectivity

    • WAN and LAN connectivity (routers, firewalls, switching)

    • Active Directory (user creation, deactivation and Group Policy)

    • Business telecom

    • Line of Business application

    • Multi-Factor Authentication

    • AWS and Azure cloud

    • Virtualization (VMware and Hyper-V)

    • Client regulation and auditing

  • Ability to deploy technology solutions involving the following:

    • VPN and Remote Desktop

    • Wi-Fi and wireless connectivity

    • WAN and LAN connectivity (routers, firewalls, switching)

    • Active Directory (user creation, deactivation and Group Policy)

    • Business telecom

    • Line of Business application

    • Multi-Factor Authentication

    • AWS and Azure cloud

    • Virtualization (VMware and Hyper-V)

    • Client regulation and auditing

  • Assist with onsite client support as necessary.

  • Serve as the primary technician for assigned clients by:

    • Documenting the network infrastructure

    • Communicating changes, updates, and new processes to the team

    • Playing a leading role in technology recommendations to clients

    • Preparing MBR paperwork and actively participating in meetings that drive client success

    • Performing proactive maintenance reviews ensuring core infrastructure stability

  • Participate in the on-call rotation for after-hours support as necessary.

  • Improve technical proficiency via courses, exams, certifications, and through development of expertise with the company’s specific technologies.

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:

    • 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 through the obtainment of IT certifications

    • 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

    • Positive attitude

    • Ability to maintain the highest levels of performance when working remotely

    • Achieve 90-95% customer satisfaction ratings on resolved tickets

    • Consistently have at least 75% utilization percentage

    • Enter time on the same day 99% of the time, with comprehensive notes

    • Service-level agreement guidelines are met 80% of the time

    • Satisfactory results from team peer reviews

    • Complete a development/growth activity at least annually (certification, education, company tools and technologies expertise etc.)

    • Assigned clients’ network topology and other details are documented thoroughly in ITGlue

    • Complete MBR paperwork on-time

    • Attend all required MBR meetings

  • 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 of the company as 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’s employees, partners, contractors and vendors working for the company. 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.


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