What are the responsibilities and job description for the Systems Administrator position at Watchkeep?
Are you a hands-on IT professional who thrives on solving complex problems and delivering exceptional customer experiences? Join our Managed Services team as a Systems Administrator, where you’ll play a key role in supporting and improving client environments while serving as a trusted escalation point for advanced technical issues.
In this role, you’ll work with modern tools, collaborate with a talented technical team, and help ensure our clients achieve their business goals through reliable, secure, and efficient IT solutions.
What You’ll Do
- Be a Level 2 Escalation Expert: Troubleshoot and resolve advanced server, networking, Microsoft 365, Active Directory, and security-related issues using phone, email, and remote support tools.
- Deliver Outstanding Service: Provide responsive, professional, and customer-focused support while representing the Managed Services team with excellent communication.
- Manage & Optimize MSP Tools: Administer and maintain RMM, PSA, and monitoring platforms to ensure system health, proactive issue resolution, and service quality.
- Collaborate Across Teams: Work closely with Service Desk peers, triage managers, and project engineers to ensure smooth escalations and knowledge sharing.
- Improve Processes: Follow and help refine SOPs, runbooks, and technical standards. Identify opportunities for automation, efficiency, and long-term improvements.
- Understand Client Environments: Maintain accurate documentation and a deep understanding of client infrastructure, including servers, networks, and cloud environments.
- Automate & Script: Use tools like PowerShell to streamline administration and reduce manual work.
- Grow Your Skills: Continue developing your technical expertise through certifications, training, and staying current with emerging technologies.
What We’re Looking For
- 4–6 years of experience in an IT support role, ideally within an MSP or fast-paced technical environment
- Proven success resolving complex Level 2 tickets and supporting business-class infrastructure
- Strong experience with:
- Windows Server
- Microsoft 365 (Exchange, Teams, OneDrive)
- Networking concepts and security configurations
- MSP tools such as RMM and PSA
- Excellent customer service skills with a patient, professional, and empathetic approach
- Strong troubleshooting, documentation, and attention to detail
- Ability to clearly explain technical concepts to non-technical users
- Certifications such as Network , Server , CCNA, or Microsoft certs (MS-900, MD-102) are a plus and encouraged
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Application Question(s):
- If selected to move forward in our hiring process, what email address should we use to send you a brief Culture Index survey?
Experience:
- IT support: 4 years (Required)
Ability to Commute:
- West Reading, PA 19611 (Required)
Work Location: In person
Salary : $65,000 - $85,000