The Managed Services Provider Systems Administrator is responsible for administration, maintenance, and on-site installation of client networks and systems, Tier I and II phone support, service desk tickets, and email requests for technical assistance on a wide variety of hardware and software systems and applications. The position also will escalate any necessary issues to Managed Services Provider Systems Engineers. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Having the ability to adapt quickly to changing priorities and fluctuations in workflow are requirements as well as the ability to multitask. Systems Administrators are subject to shift changes to adapt to the business needs of the company. Qualified Systems Administrators will have a background in IT, computer systems engineering, or systems engineering and analysis.

Essential Duties and Responsibilities:

Provide unsurpassed Tier I and Tier II support to clients, remotely and onsite, adhering to client SLAs
Escalate as needed to Systems Engineers
Install, administer, monitor, and maintain client data networks, PCs, servers, and associated systems and software
Install, administer, monitor, and maintain client VoIP systems
Proactively identify and resolve client issues before they become problematic
Automate as much of the day-to-day workflow as possible
Monitor and maintain client backup systems
Stay up-to-date on the latest technology trends
Create and maintain the highest levels of client documentation
Communicate and fully explain resolutions to clients across all technical skill levels
Follow and maintain standard operating procedures for all aspects of the MSP
Onboarding of new clients and other projects as needed
Other duties as assigned

Required Qualifications:

Excellent troubleshooting and analyzation skills
Excellent documentation skills
Excellent customer support skills
Thorough knowledge of PC/server hardware installation, configuration, and repair
Thorough knowledge of endpoint security systems and configuration
Thorough knowledge of Microsoft Windows client operating systems (Windows 7 and newer)
Functional knowledge of Microsoft Windows server operating systems (Server 2008 and newer)
Functional knowledge of Microsoft Active Directory, Group Policy and associated technologies
Functional knowledge of enterprise virtualization platforms
Functional LAN networking and knowledge of ethernet switching, TCP/IP, routing, and UTM/NGFW, including VLANs and VPNs
Functional knowledge of enterprise wireless networking
Functional knowledge of enterprise level backup systems, particularly in a virtualized environment
Functional knowledge of managing VoIP telephony systems
Functional knowledge of SNMP-based network monitoring and management systems
In-depth knowledge of client help-desk ticketing systems
In-depth knowledge of Microsoft application suites such as Office

Preferred Skills:

Experience with Sophos Central / Endpoint Management / Intercept X
Experience with Sonicwall and/or Sophos UTM/NGFW
Experience with HP/Aruba ProCurve and/or Ubiquiti switching
Experience with Veeam and/or Active Backup for Business enterprise backup systems
Experience with VMWare vSphere/ESXi virtualization platform
Experience with Ubiquiti UniFi wireless platform
Experience with industry standard RMM/PSA systems

Education and/or Experience:

Two year degree in Computer Science, Computer Information Systems, Information Technology or related field, four year preferred

And/Or

Two or more years in a client-facing IT support or managed services technical support role