Systems Admin II

Essential Job Functions

• Respond to and resolve tier-2 customer issues via inbound phone calls to the technical support line.
• Address tier-2 customer issues submitted through inbound emails in the trouble ticketing system.
• Accurately track billable customer service time using the trouble ticketing system.
• Troubleshoot and resolve customer issues both remotely and onsite at customer premises.
• Occasionally travel to customer sites for on-site project work as needed.
• Provision and deploy new physical and virtual server and network environments for clients.
• Create and maintain systems and process documentation.
• Provide escorted access to Data Center facilities for Co-location customers.
• Aid in the installation of customer equipment in Data Centers, which may involve lifting heavy server equipment.
• Occasionally perform network cabling tasks, including punch-down of standard CAT5E/CAT6 cabling and installation of RJ-45 connectors.
• Conduct daily visual inspections of Data Center systems to ensure proper functionality.
• Maintain cleanliness and organization of Data Center facilities.
• Participate in a 24/7 on-call rotation schedule as required.

Competencies

• Advanced level experience with virtualization technology (Hyper-V preferred).
• Advanced level experience with Windows Server technologies (Active Directory, Remote Desktop Services, Group Policy, Security Groups, etc.).
• Advanced level Office 365 Experience.
• Advanced level experience in designing/troubleshooting production network environments.
• Advanced level firewall setup, IPSEC VPN, design and implementation of zones/NAT/ACLs.
• Advanced knowledge in Microsoft systems both on premise and Azure based technologies.
• Advanced troubleshooting skills and the ability to communicate issues and resolutions.
• Ability to understand and present TulsaConnect’s vision strategy and organization.
• Commitment to excellent service and customer satisfaction.

Physical and Mental Requirements

• Must be able to engage in normal office activity, including, but not limited to, significant computer work and data analysis, heavy customer contact via phone and frequent in-person meetings.
• Must be able to attend and participate in meetings.
• The job requires lifting up to 50 pounds.

Certification/License Requirements

• Current Driver’s License.

Education

• High school diploma, GED, or any further education.