Position Summary:

The Senior Systems Administrator acts as the second tier of support for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. In addition to working within the TAC’s ticketing system to resolve Level 2 end user issues, this role acts as the escalation point within the L2. The Senior Systems Administrator must deliver exemplary customer service and technical advice while following all SOPs to complete customer requests. The person in this position is responsible for an array of mid-level issues ranging from basic firewall administration to troubleshooting Azure subscriptions.

Key Responsibilities:

· Deliver new application support.

· Provide new hardware support.

· Manage and maintain customer documentation.

· Provide advanced Office365 support.

· Deliver network-wide VPN access support.

· Administer server maintenance, security groups, and SAN connectivity.

· Offer third level VMware support.

· Perform intermediate firewall administration.

· Supply multifaceted authentication (MFA) support.

· Ability to troubleshoot and create Azure subscriptions.

· Administer spam solution products.

· Perform work on MS Exchange servers.

· Troubleshoot advanced server to SAN connectivity issues.

· Manage advanced wireless environment.

· Manage advanced backup and replication solutions and storage devices.

· Conduct intermediate VoIP support.

· Deliver new application support.

· Provide new hardware support.

· Manage and maintain customer documentation.

· Perform technical equipment installations at customer sites.

Knowledge, Skills, and Abilities:

· Advanced knowledge of Microsoft 365 applications.

· Understanding of advanced technical triage methodologies.

· Advanced TCP/IP understanding.

· Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.

· Ability to effectively set expectations regarding delivery of service.

· Strengthen customer relationships by providing exemplary customer service.

· Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.

· Adherence to ticketing methodologies regarding documentation, process, and workflow.

· Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.

· Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.

· Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

· Intermediate Switching/Routing/Wireless/Firewall knowledge.

· Intermediate understanding of Azure.

· Intermediate understanding of how SAN functions.

Preferred Education, Experience, and Certifications:

· Network vendor certifications.

· Microsoft server certifications.

· VMware certification.

· Azure certification.

· Microsoft 365 certification

· Prior MSP proactive support experience is highly encouraged.

· Superior reading, writing, and communication skills.

· Intermediate knowledge of network concepts, devices, and best practices.

Benefits & Compensation

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.

Current Pay Range: $60,000-$90,000 Annually

Physical Demands:

Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.