Remote Desktop Support Manager Jobs in Baton Rouge, LA

Managed Services Server Administration Network Infrastructure Microsoft Platforms Cloud & On-Premise Support
Job Purpose
Exigo Technology Services is seeking a Systems Administrator to join its managed services team and support large and small client infrastructure, both on-premise and in the cloud, using Exigo's tools, standards, and service delivery processes.
The Systems Administrator supports network infrastructure, Microsoft platforms, Windows Server environments, Active Directory, domain infrastructure, identity management, server setup and management, cloud and on-premise systems, and network administration. This role requires strong troubleshooting ability, current technical knowledge, and a results-oriented approach to supporting customer infrastructure.
Role Snapshot
Role Level
Systems administration / infrastructure support
Primary Focus
Server, network, cloud, Microsoft platform, backup, storage, and customer infrastructure administration
Customer Interaction
Direct communication with customer liaisons, client users, and customer IT contacts for support, planning, and issue resolution
Internal Interaction
Works with managed services team members, lead consultants, desktop support, field technicians, service leadership, and vendors
Schedule
Remote and occasional onsite support; after-hours or weekend support may be required based on customer needs
Main Responsibilities
Server, Platform & Infrastructure Administration
• Configure, support, troubleshoot, and maintain servers across customer environments.
• Manage servers including email, print, backup, and other application or infrastructure servers and their associated operating systems and software.
• Support Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, server setup, maintenance, and administration.
• Perform remote support and occasional onsite support for customer infrastructure and escalation needs.
• Support cloud and on-premise infrastructure environments in accordance with documented standards and customer requirements.
Network, Firewall & Security Support
• Configure, troubleshoot, and support routers, firewalls, VPN, IPsec, certificates, and related security services.
• Support LAN / WAN design, topology, implementation, connectivity, and troubleshooting across customer environments.
• Conduct research into networking issues, products, vendor documentation, and technical resolutions as required.
• Assist with firewall, network access, remote access, and general network administration issues.
• Maintain working knowledge of cloud, on-premise, and hybrid infrastructure security considerations.
Cloud, Storage & Backup Support
• Maintain a general working knowledge of Microsoft Azure, Amazon Web Services, and other cloud infrastructure platforms as applicable.
• Support cloud and on-premise infrastructure components, including compute, storage, backup, identity, and administrative services.
• Support SAN, NAS, and other storage devices used in customer environments.
• Assist with backup server support, backup software support, backup monitoring, and related troubleshooting.
• Recommend appropriate hardware, software, storage, and cloud solutions based on customer requirements and Exigo standards.
Ticketing, Documentation & Service Delivery
• Enter time and expense information into the customer management system on a timely basis.
• Close tickets and assigned tasks with clear resolution information, supporting notes, and customer communication details.
• Document troubleshooting steps, technical findings, configuration changes, and customer environment updates accurately.
• Research technical issues and resolutions online and communicate findings clearly to customers and internal teams.
• Follow Exigo service delivery, documentation, change control, escalation, security, and time entry procedures.
Presales, Standards & Process Improvement
• Perform presales hardware and software recommendations based on customer needs, technical requirements, and Exigo best practices.
• Assist in defining technology best practices for Exigo and its customers.
• Keep technical processes under regular review and report recommended changes to service leadership.
• Help make recommendations on customer hardware/software requirements and reasonable installation or support timeframes.
• Identify opportunities to standardize, improve, automate, or better document customer infrastructure support processes.
Mentorship & Team Collaboration
• Mentor desktop support and field technicians by sharing technical knowledge, troubleshooting guidance, and best practices.
• Work collaboratively with managed services team members supporting the customer, including lead consultants and desktop support team members.
• Provide technical guidance to internal teams when infrastructure issues require administrator-level expertise.
• Coordinate with outside vendors, software providers, hardware manufacturers, telecom providers, and security providers as needed.
• Maintain strong written and oral communication with customers, internal teams, and vendors.
Decision Making
• Responsible for supporting and maintaining customer infrastructure and making sound technical recommendations within approved standards and procedures.
• Helps evaluate customer-specific hardware, software, cloud, network, security, storage, and infrastructure requirements.
• Recommends installation and support timeframes based on customer needs, technical complexity, and resource availability.
• Keeps technical processes under regular review and reports recommended changes to management, service leadership, or lead consultants as appropriate.
• Determines when issues should be resolved directly, escalated internally, referred to a vendor, or coordinated with customer IT contacts.
Working Relationships & Contacts
Internal Contacts
• Managed services team members
• Lead consultant / vCIO for the customer
• Desktop support team members
• Field technicians
• Service Desk Manager
• Operations Manager
• Systems, network, security, and project resources
Customer / External Contacts
• Customer liaison / point of contact
• Users of the customer network
• Client IT contacts
• Outside support vendors
• Hardware, software, cloud, telecom, and security providers
Required Qualifications
• College degree or equivalent professional experience; five or more years of experience may be considered in lieu of a degree.
• Two to five years of experience in network/server support services; relevant certifications are a plus.
• Current and competent understanding of Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, and server administration.
• Hands-on hardware troubleshooting experience.
• Knowledge of LAN / WAN design, topology, implementation, and troubleshooting.
• Proficiency with cloud and on-premise infrastructure concepts, including general knowledge of Azure and/or AWS.
• Proficiency with SAN, NAS, and other storage devices.
• Experience with VPN, IPsec, certificates, firewall administration, and other security services.
• Strong written and oral communication skills.
• Strong interpersonal skills, customer service orientation, and ability to work in a team-oriented, collaborative environment.
• Highly self-motivated and directed with keen attention to detail.
• Ability to effectively prioritize and execute tasks in a managed services environment.
Preferred Qualifications
• Microsoft, networking, cloud, security, Fortinet, Cisco, CompTIA, or vendor-specific certifications preferred but not required.
• Experience in a Managed Services Provider environment supporting multiple customer networks and infrastructure platforms.
• Experience performing technical recommendations for hardware, software, cloud, backup, storage, and infrastructure projects.
• Experience mentoring desktop support, field technicians, or service desk personnel.
• Experience with customer management systems, ticketing systems, documentation standards, and formal service delivery procedures.
Core Competencies
Systems Administration
Network Troubleshooting
Customer Infrastructure Ownership
Active Directory
Server Management
Cloud & On-Premise Support
Firewall / VPN Support
Storage & Backup Awareness
Technical Research
Documentation
Mentorship
Results-Oriented Execution