Capital i, LLC Hiring for IT Systems Administrator Job at Germantown, WI Full Time

The number one goal of everyone in our team is to make our clients exceptionally happy. The Systems Administrator plays an important role in making sure that happens.

The Systems Administrator is responsible for the efficient, secure, and repeatable design, deployment, and administration of Straight Line Tech’s and our customers’ Office 365 environments. This includes Azure AD, Exchange Online, Teams, Sharepoint, and Defender for Business. The Systems Administrator is also responsible for the administration and optimization of our Remote Monitoring and Management (RMM) platform. This includes policy, alert, automation, and reporting administration. Finally, the Systems Administrator is responsible for basic cyber security administration and response.

The Systems Administrator handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Helpdesk or IT Technician can’t handle as well as any projects that require on-site implementation.

When help is needed, the Systems Administrator can turn to the Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

Customer service

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site or remote troubleshooting
• Provide the Client with consultative guidance on IT requests
• On-Site Hardware Maintenance and Support when needed

USE of our TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording work though our Ticketing System
• Make sure that Client Documentation in well-maintained
• Make sure that tickets aren’t “stale” throughout the process

TECHNICAL ENGINEERING

• Deploy new customers to Office 365 and Ninja RMM
• Administer customer Office 365 environments using delegated administration and Microsoft Partner Center
• Automate processes, reports, technical configuration using Powershell or other tools
• Design technical solutions that meet customer needs

PROJECT WORK

• Serve as a lead technical resource on IT projects

COMMUNICATION, REPORTING, and RISK

• Create and maintain documentation for systems processes and procedures
• Escalate tickets that require Service Delivery Manager support; collaborate with the client and with peers towards common goals
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO

SKILLS AND ATTRIBUTES

Desired:

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Excellent understanding of support tools, techniques and how technology is used to provide services
• Excellent understanding of operating systems, business applications, printing systems and network systems
• Excellent diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience designing, deploying, and maintaining basic network solutions, including VOIP
• Excellent knowledge of working with the Microsoft 365 Platform
• Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast-paced IT world
• Experience using a Ticketing system / RMM Tool
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

CAREER GROWTH

For someone looking to progress their role, the Systems Administrator naturally leads into roles such as: the Service Delivery Manager or Systems Engineer.

Job Type: Full-time

Pay: $54,000.00 – $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Germantown, WI 53022: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have an insured, reliable vehicle that you are willing to use for transportation to and from customer locations in the Milwaukee area?

Experience:

• Help desk: 2 years (Preferred)
• Windows: 5 years (Preferred)

Work Location: Hybrid remote in Germantown, WI 53022