XTN-7BD7475 | SYSTEMS ADMINISTRATOR TIER 2 (SSI)

Functional overview

We are interested in hiring a Support Specialist to work as a member of our Service Delivery Team.  This person will be responsible for handling second level support of service requests in a professional and timely manner. This relates to all technology - including workstations, printers, networks, and vendor specific hardware and software. 

Duties and responsibilities

• Diagnose and understand high level break/fix issues affecting the following technologies:
  • Citrix Virtual Apps and Virtual Desktops including hosted infrastructure
  • Windows Server 2012/2016/2019
  • Sonicwall Security Appliances
  • Cisco ASA/Meraki devices
  • Networking Infrastructure
  • On premise ESXi infrastructure
  • Ubiquiti Unifi WAPs
  • Microsoft 365
  • Mimecast Email Security
  • macOS and Mac related professional software
• Manage and triage tickets daily based on SLA response and resolution matrix including client urgency and time.
• Accurately and efficiently document client issues, support tasks, research and time allocated to client support.
• Communicate over the phone and email in a professional matter with customers regarding their current break/fix issues
• Coordinate and implement system solutions for customers using technologies that meet their needs and industry standards
• Be a mentor and a strong escalation point of contact for Level 1 Support Analysts

Minimum qualifications

• Significant operational knowledge of multiple operating systems and services not limited to Windows 10 and Windows Server versions
• Knowledge of support and administration of Microsoft 365 and Exchange Online including creation of new accounts, adding/modifying transport rules, setting retention policies and more
• Significant knowledge of how email flows from one organization to another.
• Active Directory proficiency and understanding of file permission troubleshooting and best practice required
• Familiarity with Group Policies and the roles they play in an organization
• Know Azure Active Directory including SAML authentication for third party applications
• Understanding of core networking technology and protocols including but not limited to TCP/IP, vLAN, DHCP, VPN and TLS/SSL
• Ability to create and modify ACL/NAT rules to allow inbound/outbound traffic to/from LAN on firewalls and other networking devices
• Understanding of Citrix Virtual Desktops and Apps and underlying infrastructure including Citrix Netscalers, Citrix Storefront, Citrix Studio, Citrix Director and SQL Server
• Hyper-V and VMware management and troubleshooting including expanding Datastores, VM resources, restoring VM Snapshots, understanding vMotion and troubleshoot underlying physical host infrastructure
• Registrar administration, including but not limited to SPF Records, DKIM, and domain SSL
• Familiar with Powershell and using cmdlets to administer Microsoft 365 tasks, Active Directory reporting along with advance troubleshooting techniques to address break/fix issues.
• Awareness of cyber-security best practices and remediation activities
• Prior ITSM ticketing, and MSP experience required. (ConnectWise experience not required but a plus)
• ITIL/ITSM- Incident management, Change Management, Problem Management, Root Cause Analysis
• ITIL certification and understanding - a plus
• Strong ability to diagnosis and resolve single end-user issues as well as systems/environment level
• Technical awareness: Ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Interpersonal skills such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly while being detail oriented
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Full-time, non-exempt role