Systems Administrator, Managed Services
Description
Administrator’s Responsibilities:
- Performs Windows, Linux or Unix server administration and incident troubleshooting
- Utilizes a variety of technology tools and procedures to respond and resolve internal and external customer issues
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicates frequently with RTT engineers/architects, Team Leads, customers, and hardware/software vendors during incident resolution
- Will create and maintain KB process documentation for change management planning and troubleshooting purposes
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- Manage service requests ensuring adherence to SLAs
- Assist with cross training of other Tier 2 team members as needed
Desired Skills and Experience:
o At least three years of operational experience in multiple technologies, including any of the following:
· Window Server administration: Exchange, Active Directory, Server 2012, 2016, and 2019
· Unix/Linux Server administration
· Cloud solutions: AWS, Azure, VMC, Google Cloud, etc
· Virtualization solutions: Citrix/VDI, VMware, etc
· Execute basic queries and administrative tasks with PowerShell
· Proficient use of all Microsoft Office applications
· Experience working with an ITIL based ticketing system tool – Service Now helpful
· Experience with IT monitoring tools and technologies (LogicMonitor, CA Unicenter, Solar Winds, etc)
Certifications and Licenses:
One of the following certifications is required:
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Professional (MCP)
- Microsoft Certified IT Professional (MCITP)
- Red Hat Certified System Administrator (RHCSA)
- Linux Certified Administrator (LCA)
- CompTIA A+ / CompTIA Network+
Additional requirements:
- Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
- Ability to understand the Customer’s business objectives
- Ability to work independently and execute tasks/troubleshoot with a sense of urgency
- Detail-oriented with the ability to multitask
- Ability to articulate and speak with clear voice
- Team player
- Professional code of conduct
- Ability to deal with stress
- Good writing techniques