Sr. IT Systems Administrator (Remote)

About the role

The CrowdStrike IT Service Desk Team (ITSD) is seeking a Senior IT Systems Administrator to join our global team. As a critical component of CrowdStrike's global operations, the ITSD plays a key role in ensuring seamless daily operations for employees worldwide.

Responsibilities

• Serve as an escalation point for the IT Service Desk and assist with inbound support requests to receive, triage and facilitate a resolution for internal customers
• Act as both a technical and interpersonal mentor for other IT Service Desk members
• Responsible for acting as the Incident Manager for high priority internal IT incidents and escalations
• Collaborate with cross-functional team members and subject matter experts when working on service requests, projects, and new initiatives
• Focus on proactive identification, improvement, and implementation of new and existing policies, procedures, and processes for various IT systems
• Absorb and act on feedback from end-users to improve application usability and interoperability, test new application releases, and research new solutions to customer demands or recurring problem sets
• Manage CrowdStrike endpoints via SCCM, Jamf, and Workspace ONE (AirWatch). This includes monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop, desktop and mobile systems
• Aid with tasks as assigned by the manager which may involve providing support to other areas of the business, as required

Requirements

• Effective communication, patience, tenacity and follow-through in tracking, troubleshooting and resolving internal customer incidents and requests
• Collaborate and coordinate with members of other CrowdStrike teams to track, isolate and resolve technical issues
• Strong customer service focus across all user interactions, including Executive level engagement
• Ability to consider the impact and consequences of recommendations beyond the immediate situation, team, or region
• Ability to explain complex technical concepts and information to non-technical internal customers
• Strong task and time management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective manner
• Advanced knowledge of Mac, Windows, and Linux OS technology concepts and best practices with Intermediate knowledge of Active Directory management
• Solid understanding of security best practices, worst practices, concepts and real-world applications
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes