System Administrator

The System Administrator plays a critical role in maintaining and optimizing the organization’s backend infrastructure and customer service platforms, including cloud  platforms, enterprise applications, on-premise systems, and business-critical tools such as Genesys, Process Shepherd, and Zendesk. This role ensures system reliability, performance, and security through proactive monitoring, incident response, and continuous improvement initiatives.
 
 The System Administrator follows established processes and strategic direction from Enterprise Infrastructure leadership, assumes ownership of assigned systems, and mentors peers and System Analysts. The role contributes directly to the Enterprise Support stage of the Value Chain.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS:

• Provide daily support for infrastructure systems, including:
  • Incident response and recovery
  • Performance monitoring and alert escalation
  • Security analysis and remediation
  • Backup verification and business continuity testing
  • Collaborate with Network and Infrastructure teams on connectivity and QoS for telephony platforms
• Maintain clear documentation for all supported systems and services.
• Coordinate with external vendors for issue resolution and system enhancements.
• Develop and maintain technical documentation, SOPs, and installation/configuration guides.
• Create and update desk-level procedures to ensure consistency and scalability.
• Contribute to system standards and enforce compliance with IT policies.
• Document platform-specific procedures for user management, configuration changes, and integrations.
• Mentor System Analysts and junior team members.
• Train Technical Support staff on new systems and tools.
• Share insights and resolutions to improve team knowledge and efficiency.
• Analyze ticket trends and alert data to identify reliability gaps.
• Recommend and implement improvements in system management and deployment.
• Research emerging technologies and propose adoption strategies to leadership.
• Provide timely updates to internal and external clients regarding issue status, enhancements, and project progress.
• Collaborate with team members on software deployment and configuration using corporate-standard platforms.
• Act as liaison between IT and Customer Service leadership, translating technical findings into business impact.

POSITION REQUIREMENTS:

• Associate degree in Information Systems or related field preferred.
• Experience with automated software deployment tools.
• Proficiency in scripting (PowerShell, VBScript, batch files, etc.) is a plus for integration and automation.
• Experience administering or supporting customer service platforms such as Genesys Cloud, Process Shepherd, or Zendesk.Strong communication and analytical skills.
• Ability to maintain confidentiality and work independently or in teams.
• Customer service experience in a technical support environment preferred.
• Flexibility to work extended hours, including rotational on-call support.