What are the responsibilities and job description for the Tier 2- Systems Administrator position at TechSoft Systems?
Join our dynamic team as a Tier 2- Systems Administrator and become a vital part of supporting our clients networks and end users. In this role, you will be responsible for supporting diverse technology environments, and ensuring the security and efficiency of the client's systems. Your expertise will help drive innovation, streamline operations, and support our organization’s technological growth. Providing excellent end user and customer support is also a key factor whether on the phone or on-site. This is an exciting opportunity for motivated IT professionals who thrive in a fast-paced, collaborative setting.
To ensure transparency and alignment from the start, compensation for this role is set and non-negotiable.
The Systems Admin will play a key role within our team, contributing to both the administration and support of our clients’ networks and endpoint devices as well as the strategic discussions around network security, functionality, and technology. This position involves assisting with Tier I & II troubleshooting of end-user devices, servers, networking devices, and cloud productivity platforms. Expert knowledge in email systems such as Microsoft 365 and Google Workspace. Additionally, you will assist with triaging help desk tickets and resolving system alerts, ensuring prompt resolution of any issues. Your responsibilities will also include assisting with and executing technical projects in coordination with the consulting & engineering manager. Proficiency in end-user device, software, and network troubleshooting processes is required for success in this role.
(other duties may be assigned to meet business needs):
- Client Support
o Assist with the triage of incoming help desk requests
o Provide level I & II support for all client tickets as assigned
o Respond to inquiries via phone, email, or remote tools
o Troubleshoot and diagnose technical issues related to hardware, software and network connectivity
o Escalate complex problems to Tier III and management team members when necessary
- Ticket Management
o Log and track all client requests in our ticketing system
o Prioritize and manage multiple tickets simultaneously
o Ensure timely resolution and follow-up of assigned tickets with clients
- End-User Support
o Assist clients with desktop, laptop, and mobile device setup, configuration, and troubleshooting
o Install, upgrade, and maintain software applications
o Perform basic hardware repairs and replacements
o Coordinate warranty repairs with customer end user and warranty provider
- Server & Network Support
o Assist Tier III & management team members with server and network setup, configuration, and troubleshooting
o Install, upgrade, and maintain software applications
o Perform hardware repairs and replacements
- Account Management
o Manage user accounts in Identity Management/Directory software (ex: Active Directory, Microsoft Entra, Google Workspace, JumpCloud, etc.)
o Assist with password and Multi-Factor Authentication resets and setup
o Grant access to resources via group management
o Account provisioning and deprovisioning
- Policy Management & Automation
o Assist the IT Manager with design and implementation of device and network policies
o Create automations via scripts and other automations using both RMM and device management tools
o Monitor and work with the teammates to ensure device policy compliance
- Collaboration
o Work closely with other team members on project-based tasks
o Participate in team meetings and knowledge-sharing sessions
o Contribute to process improvements and documentation
o Provide mentorship to junior staff looking to improve their knowledge
Qualifications/Requirements
- Familiarity with supporting Windows, macOS, iOS, and Android operating systems, Microsoft Office, and common business applications
- Familiarity with using remote support tools such as LogMeIn, TeamViewer, or ScreenConnect
- Proficient and Tier 2 understanding of networking, server, and cloud administration and troubleshooting concepts
- Proficient understanding of working with and navigating command-line based tools and interfaces
- Proficient in PowerShell scripting or similiar
- Willingness to learn and adapt to new technologies, processes, and customer environments
- Some travel required between corporate site and client sites
- Solid analytical, problem solving, and internet research skills
- Strong organizational and customer service skills
- Excellent written and verbal communication skills
- Exceptional interpersonal communication skills
- Ability to work both independently and collaboratively with the team, vendors, and clients
- Willing to both provide mentorship and be mentored by other teammates
Education/Training/Experience
- Associate degree in information technology or similar field
- Minimum 4-5 years’ experience in similar roles
- Experience in Managed Services Provider environment or other experience with supporting multiple customers with varying support needs
- Relevant certifications in desktop, server, network, or cloud administration a plus
Pay: $24.00 - $26.44 per hour
Benefits:
- Health insurance
- Paid time off
Work Location: In person
Salary : $24 - $26