What are the responsibilities and job description for the Systems Administrator position at Kidwell?
Brief Description
The Systems Administrator is responsible for supporting and maintaining managed services client environments, including servers, networks, and core infrastructure. This role provides Tier 2 technical support, delivers proactive recommendations, and serves as a trusted technical resource for both clients and internal teams. Strong communication skills and a customer-first mindset are essential.
Kidwell Core Values
At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.
Key Responsibilities
The Systems Administrator is responsible for supporting and maintaining managed services client environments, including servers, networks, and core infrastructure. This role provides Tier 2 technical support, delivers proactive recommendations, and serves as a trusted technical resource for both clients and internal teams. Strong communication skills and a customer-first mindset are essential.
Kidwell Core Values
At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.
Key Responsibilities
- Provide administration and support for managed services client servers, networks, and infrastructure
- Deliver Tier 2 technical support and act as an escalation point for complex service desk issues
- Monitor client environments and provide proactive recommendations to improve performance, security, and reliability
- Create, maintain, and update accurate customer documentation and technical records
- Communicate clearly and professionally with clients regarding issues, resolutions, and recommendations
- Assist with service desk coverage as needed to ensure timely response and resolution
- Support urgent escalations with appropriate prioritization and ownership through resolution
- Participate in an on-call rotation to support after-hours incidents and emergencies
- Collaborate with sales and account teams by providing technical input, solution guidance, and pre-sales support
- Follow established processes while contributing to continuous improvement of service delivery
- Respond to inquiries from users and help resolve both software and hardware problems.
- Provide accurate and timely logging of problems and resolutions in appropriate systems.
- Deploy PC’s and other IT equipment, as needed.
- Assist with inventory tracking.
- Other duties as assigned
- Experience supporting Windows and/or Linux servers in a managed services environment
- Strong understanding of networking fundamentals (routing, switching, firewalls, VPNs)
- Proven ability to troubleshoot and resolve complex technical issues
- Excellent customer service and communication skills
- Ability to document systems, processes, and client environments clearly and thoroughly
- Comfortable working independently while collaborating with a team
- Willingness to participate in on-call rotation and respond to escalations as needed
- MSP experience
- Virtualization and cloud platform experience
- Familiarity with backup, security, and monitoring solutions