MSP System Administrator II

Job Title: MSP System Administrator II

Department: Managed Services Reports to: Service Delivery Manager

GENERAL SUMMARY:

The System Administrator II will provide advanced support for clients as well as maintain internal infrastructure. OmegaCor provides a full suite of IT managed services including support of workstations, servers, printers, networks, and vendor-specific hardware and software, as well as security.

Essential Duties and Responsibilities:

• IT Support relating to issues with the internal systems and network infrastructure of clients and internal infrastructure
• Serve as the main point of contact for escalation of customer tickets.
• Support services for Microsoft-related technologies: Windows Servers and Workstations Operating Systems, Microsoft 365, SharePoint, etc.
• Support services for virtualization technologies including Microsoft Hyper-V and VMware
• Advanced technical services and support at the network level: WAN and LAN connectivity, routers, servers, firewalls, security, and remote access
• Ability to manage and deliver project work such as office 365 migrations, Network build-out, on-premise installations, upgrades, and implementations.
• Conduct audits of client infrastructure and security. Provide feedback and recommendations
• Support 3rd party solutions implemented at clients: AV, 2FA, Spam Filter, Phishing Simulations and Trainings, SIEM, IDS, and other solutions
• Recommend and administer cloud solutions for customers using technologies that meet their requirements
• Support backup and disaster recovery and business continuity solutions
• Monitor and respond to alerts generated from our remote management and monitoring system.
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
• System documentation maintenance and review
• Document maintenance for all computer systems and network infrastructure
• Communication and customer service to client end-users: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Maintain excellent standards in customer service and satisfaction of clients
• Meet Service Level Agreements (SLA's) for client requests
• Availability to go onsite to clients as needed
• Complete tickets and projects within budgeted hours
• Ability to work in a team and communicate effectively
• Ability to manage short term and long term projects and staged implementations
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Complete all required training
• Record all time and expenses associated with projects and tickets
• Review IT publications and online materials to remain up to date with current and emerging technologies in the industry
• Continuing technical trainings and certifications to keep up with demand and improve client satisfaction, resolution times, and project completion times

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree or equivalent and 5+ years experience
• Advanced Professional IT Certifications (several), such as MCSE, CCNA, VCP, etc...
• Interpersonal skills: communication, active listening, and customer-care
• ConnectWise Experience is Required
• IT Infrastructure migration and implementation experience required
• Remote Management and Monitoring (RMM) Experience is Required
• Experience in Active Directory and Domain Services Required
• Managed Service Provider (MSP) Preferred
• Cyber Security Experience Preferred
• Procurement Experience Preferred
• Project Management Experience Preferred
• Demonstrated ability to solve complex problems
• Ability to adapt to changes quickly
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services