Systems Administrator for an MSP

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Job description

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

Salary Range: $60K - $70K

Medical, Dental, & Vision with Employer Contribution

401K with Employer Match

Paid Time Off

Volunteer Time Off

Employee Assistance Program

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