Sr. Systems Administrator for an MSP

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Job description

The role of a Service Specialist at an MSP is dynamic and requires a balance between in-depth technical skills, excellent client management, and the ability to mentor and lead others in the team.

The Service Specialist is accountable for the following ONE 2 ONE business functions:

Medium Priority Service Delivery

Medium Priority SLA / Metrics

Job Expectations

Emulate and promote the ONE 2 ONE culture by adhering to vision, mission, and core values.

Provide exemplary customer service to all existing and prospective customers

Provide a 5-star IT experience

Participate openly and directly in structured meeting cadences.

Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability.

Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed.

Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management

Attend relevant webinars, seminars and training sessions as directed by management

Stay updated with the latest industry trends, new technologies, and security vulnerabilities that could impact clients. Continuous professional development and certifications (e.g., Microsoft, SW, ) are often encouraged or required

Manage and prioritize multiple client environments, ensuring service levels are maintained across different businesses.

Guide and mentor junior sys admins and support staff, providing technical leadership and expertise

Deliver services in accordance with all contracted Service Level Agreements

Regularly communicate with clients to update them on the status of their systems, answer queries, and provide strategic recommendations for improvements or upgrades

Clear and effective communication with both technical and non-technical stakeholders. Ability to explain complex technical concepts to clients and management in a simplified manner

Efficiently handle multiple tasks across different clients, while adhering to deadlines and service levels

Maintain detailed documentation of client environments, system configurations, and troubleshooting procedures.

Liaise with third-party vendors and service providers to resolve issues, negotiate contracts, or implement solutions

Use remote management tools to diagnose and fix issues in clients' environments, including server failures, networking problems, and application errors.

Handle issues across a wide range of operating systems (Windows, Linux, macOS), ensuring that end-users are supported regardless of their environment.

Manage user profiles, resolve file permissions, and file access issues

Aid clients with basic use of common applications and operating systems

Perform backup restoration and malware and virus remediation

Troubleshoot and resolve technical escalations.

Manage to resolution high priority issues defined by impact and urgency

Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support

Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements

Adhere to established escalation processes to achieve resolution

Assist in deploying projects as needed and directed by management. Examples: Phone Systems, Server Upgrades, New PC's, Hardware upgrades, Networking

Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks

Requirements

Motivated and solution-focused

Experience in Managed Services Provider (MSP) business model

Strong client service focus

Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.

Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment

Results-oriented with ability to produce products that deliver organizational benefit

Strong critical thinker with problem-solving aptitude.

Strong Professional Services Automation (PSA), Remote Control, and Documentation skills

Strong Backup, Disaster Recovery, and Business Continuity skills

Strong Active Directory administration skills

Strong competency deploying and supporting the operating systems currently supported by Microsoft

Above average competency with the Microsoft Office suite of products

Strong understanding of TCP/IP, routing, switching, subnetting, etc.

Experience in user administration in MS Exchange

Experience with the development or troubleshooting of Group Policy Objects

Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)

2-4 years related IT direct customer support experience (or similar IT experience)

2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications

CompTIA Network+, MCSA: Windows Server or M365 Certified

Benefits

Salary Range: $70K - $80K

Medical, Dental, & Vision with Employer Contribution

401K with Employer Match

Paid Time Off

Volunteer Time Off

Employee Assistance Program

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