The Systems Administrator II is responsible for providing professional and clearly communicated technical support to clients and vendors, troubleshooting server, network, and PC issues, and for the installation, secure configuration, and support of client workstations, servers, networking, and storage platforms. Works Pacific Timezone business hours, Monday through Friday, 8:00am to 5:00pm.
Diagnose and resolve support tickets that come in via phone, email or chat.
Provide quality customer service in all forms of communication.
Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
Collaborate with internal team members regarding resolutions to various client issues.
Utilize experience and knowledge to assess issues and provide solutions.
Take ownership of tickets and client interactions.
Assist with responding to alerts and tickets from various monitoring systems.
Document resolutions and update procedures that may be outdated.
Report critical incidents or problems that become too complex for self-resolution.
Escalate issues to Tier III when necessary.
Requirements
3 or more years of experience in administering/supporting the following:
LAN/WAN environments
DHCP, DNS
Office365/Azure/Active Directory/GPO
Knowledge of MS Licensing programs
Microsoft Windows Server 2012 and above
Help desk or relevant customer service skills
Experience with PSA and RMM tools
Fundamental understanding of DNS, DHCP and TCP/IP
Microsoft Exchange
VMware/Hyper V
Knowledge of backup technologies
Knowledge of security practices and policies
Associate or Bachelor's degree in a computer related field required. Relevant and significant industry experience may provide a substitute for education.
Preferred: Strong MSP or similar work experience
Preferred: Any Microsoft, Cisco, Security+ or other certifications
Preferred: Sophos Endpoint, Sophos XG Firewall, ITGlue, ConnectWise, Veeam Backup and Replication, Ubiquiti, RDS environments, DUO
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Denidel's HR team submits and tracks the application on your behalf.
