System Administrator
4 days ago
Paterson
Job Description Job Purpose The Systems Administrator provides advanced technical support and infrastructure management to ensure timely, effective resolution of service requests. This role mentors Tier 1 Service Specialists, handles escalated incidents, and engineers solutions across on-premise and cloud environments. The ideal candidate communicates clearly with clients, documents thoroughly, and actively expands their technical skills through continuous learning and certifications. Duties and Responsibilities Tier 1 Support & Mentorship • Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative team environment., • Triage and resolve escalated tickets, thoroughly diagnosing complex technical issues and implementing effective solutions. Technical Support & Systems Engineering • Deliver hands-on support for core business applications, virtual environments (Microsoft Hyper-V, Parallels, VMware), and network infrastructure (WAN/LAN, switches, routers, firewalls)., • Support Microsoft technologies: Windows Server, Exchange, SQL Server, SharePoint, and Microsoft 365., • Engineer and deploy system solutions tailored to client needs., • Perform hands-on work in data center environments, including racking and stacking network equipment, patching fiber and copper cabling, and troubleshooting physical layer connectivity. Client Communication & Service Delivery • Maintain clear, professional communication with clients regarding incident status, planned changes, and scheduled maintenance., • Resolve issues efficiently while ensuring a positive client experience. Documentation & Consulting • Document system configurations, changes, and troubleshooting steps to maintain accurate, accessible records., • Conduct system reviews and provide recommendations to improve performance, reliability, and security. Disaster Recovery & Security • Implement and support disaster recovery solutions to protect data integrity and business continuity., • Maintain network security through firewalls, VPNs, and access controls. Continuous Improvement • Stay current with emerging technologies and industry best practices., • Pursue relevant certifications to advance technical competency. Required Qualifications Experience & Education • High school diploma or GED required., • 2–4 years of hands-on experience in technical support, systems administration, or a related role. Certifications • CompTIA A+ or a Microsoft Certified Fundamentals certification (e.g., MS-900, AZ-900)., • Within one year of hire, obtain one of the following associate-level certifications (training provided):, • Microsoft Associate (e.g., AZ-801, AZ-104), • CompTIA Network+, • IT Glue Certified Professional Level 1, • SonicWALL SNSA, • Fortinet FCA, • Cisco CCST, • VMware VCTA, • Other comparable vendor or industry associate-level certifications will be considered. Technical Skills • Proficient in diagnosing and resolving issues across workstations, servers, networks, and applications., • Experience with virtualization technologies and remote access solutions (VPN, Terminal Services / Remote Desktop)., • Familiarity with IT service management (ITSM) principles and support tools., • Comfortable working in enterprise data centers and IDF/MDF closets; experienced with Cisco IOS/CLI for switch configuration, VLAN management, trunking, and basic routing troubleshooting. Core Competencies • Excellent customer service and communication skills, with a focus on active listening and empathy., • Strong problem-solving ability and attention to detail., • Comfortable working in a fast-paced environment with multiple competing priorities., • Self-motivated with a demonstrated commitment to learning and growth. Preferred Qualifications • Bachelor's degree in Computer Science, Information Technology, or a related field., • Familiarity with VoIP phone systems and basic troubleshooting., • ITIL 4 Foundation certification., • Cisco CCNA or equivalent hands-on Cisco experience including Catalyst and Nexus platforms. Performance Expectations • Meet or exceed key service desk metrics, including:, • Response time (acknowledgment and first response), • Mean Time to Resolution (MTTR), • Utilization and efficiency targets, • Customer satisfaction (CSAT) scores, • Maintain accurate, thorough ticket documentation to enable seamless collaboration with Tier 2/3 teams., • Maintain required PII/data-protection training scores., • Provide consistent, professional communication with clients and internal stakeholders. Working Conditions • 40-hour work week; on-site, remote, or hybrid as business needs require., • Flexibility to work varied shifts and provide on-call coverage as needed., • Occasional travel may be required for on-site client support. Physical Requirements • Sitting for extended periods., • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components., • Ability to stand, bend, and work on ladders for extended periods in data center and server-room environments., • Comfortable working in cold-aisle, loud environments and lifting equipment up to 50 lbs. Powered by JazzHR IfaWMhFm4C