Job Summary: The System Administrators (Level 2) is responsible for responding to and assisting clients with resolving common technical issues, while meeting customer service and response time (SLA) objectives. This position provides onsite and remote support to clients who have critical response time requirements for their business technology systems. This position serves as an escalation point for the Support Desk to resolve complex issues. A System Administrators (Level 3) job summary is identical to a Level 2 and has demonstrated advanced technical knowledge via training, certifications and/or industry experience generally resulting in the ability to engage in more advanced & complex solutions and serves as an escalation point for the level 2 System Administrator.

Essential Duties and Responsibilities:

Works with customers to troubleshoot technical computer issues and fully documents actions and results.

• • Configures new equipment, systems and software for customers.

• • Updates technical documentation detailing the customer’s computer environment and configurations.

• • Performs routine maintenance tasks on PCs and servers.

• • Participates in team meetings by reporting status of action items and helping to identify and resolve service delivery and customer issues.

• • Ensures appropriate data security and data backup processes and systems are in place to protect the client’s business systems.

• • Serves as escalation support for Support desk Admins to resolve complex client issues.

• • Maintains relationships with assigned clients to meet client retention goals.

• • Manages daily schedule to meet the demands of clients.

• • Works with Project teams as needed to meet client needs

Qualifications (Education/Experience):

• • Intermediate knowledge of Microsoft Server Operating Systems, Networking, Office 365, and RMM and PSA tools.

• • Intermediate knowledge of computer networks and security.

• • Advanced knowledge of PC troubleshooting.

• • Basic knowledge of general office equipment, including fax machine, computer, and phone system.

Knowledge, Skills Abilities (Competencies):

• • Strong and persuasive written and verbal communication skills.

• • Ability to plan and prioritize to achieve a defined objective.

• • Ability to manage multiple projects/tasks simultaneously.

• • Ability to troubleshoot technical issues on networks, Windows servers, and PCs.

• • Ability to establish and maintain working relationships with clients and coworkers.

• • Ability to handle stressful situations in a congenial manner.

• • Excellent organization skills.

• • Professional demeanor with the ability to self-manage.

• • Ability to work independently devising new methods, adapting or changing standard procedures to meet new conditions.