Systems Administrator

Role Snapshot

Role Level: Systems administration / infrastructure support
Primary Focus: Server, network, cloud, Microsoft platform, backup, storage, and customer infrastructure administration
Customer Interaction: Direct communication with customer liaisons, client users, and customer IT contacts for support, planning, and issue resolution
Internal Interaction: Works with managed services team members, lead consultants, desktop support, field technicians, service leadership, and vendors
Schedule: Remote and occasional onsite support; after-hours or weekend support may be required based on customer needs

Main Responsibilities

• Configure, support, troubleshoot, and maintain servers across customer environments.
• Manage servers including email, print, backup, and other application or infrastructure servers and their associated operating systems and software.
• Support Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, server setup, maintenance, and administration.
• Perform remote support and occasional onsite support for customer infrastructure and escalation needs.
• Support cloud and on-premise infrastructure environments in accordance with documented standards and customer requirements.
• Network, Firewall & Security Support:
• Configure, troubleshoot, and support routers, firewalls, VPN, IPsec, certificates, and related security services.
• Support LAN / WAN design, topology, implementation, connectivity, and troubleshooting across customer environments.
• Conduct research into networking issues, products, vendor documentation, and technical resolutions as required.
• Aid with firewall, network access, remote access, and general network administration issues.
• Maintain working knowledge of cloud, on-premise, and hybrid infrastructure security considerations.
• Cloud, Storage & Backup Support:
• Maintain a general working knowledge of Microsoft Azure, Amazon Web Services, and other cloud infrastructure platforms as applicable.
• Support cloud and on-premise infrastructure components, including compute, storage, backup, identity, and administrative services.
• Support SAN, NAS, and other storage devices used in customer environments.
• Aid with backup server support, backup software support, backup monitoring, and related troubleshooting.
• Recommend appropriate hardware, software, storage, and cloud solutions based on customer requirements and Exigo standards.
• Ticketing, Documentation & Service Delivery:
• Enter time and expense information into the customer management system on a timely basis.
• Closely resolve tickets and assigned tasks with clear resolution information, supporting notes, and customer communication details.
• Document troubleshooting steps, technical findings, configuration changes, and customer environment updates accurately.
• Research technical issues and resolutions online and communicate findings clearly to customers and internal teams.
• Follow Exigo service delivery, documentation, change control, escalation, security, and time entry procedures.
• Presales, Standards & Process Improvement:
• Perform presales hardware and software recommendations based on customer needs, technical requirements, and Exigo best practices.
• Aid in defining technology best practices for Exigo and its customers.
• Keep technical processes under regular review and report recommended changes to service leadership.
• Help make recommendations on customer hardware/software requirements and reasonable installation or support timeframes.
• Identify opportunities to standardize, improve, automate, or better document customer infrastructure support processes.
• Mentorship & Team Collaboration:
• Mentor desktop support and field technicians by sharing technical knowledge, troubleshooting guidance, and best practices.
• Work collaboratively with managed services team members supporting the customer, including lead consultants and desktop support team members.
• Provide technical guidance to internal teams when infrastructure issues require administrator-level expertise.
• Cook up coordination with outside vendors, software providers, hardware manufacturers, telecom providers, and security providers as needed.
• Maintain strong written and oral communication with customers, internal teams, and vendors.
• Decision Making:
• Responsible for supporting and maintaining customer infrastructure and making sound technical recommendations within approved standards and procedures.
• Helps evaluate customer-specific hardware, software, cloud, network, security, storage, and infrastructure requirements.
• Recommends installation and support timeframes based on customer needs, technical complexity, and resource availability.
• Keeps technical processes under regular review and reports recommended changes to management, service leadership, or lead consultants as appropriate.
• Determines when issues should be resolved directly, escalated internally, referred to a vendor, or coordinated with customer IT contacts.

Required Qualifications

• College degree or equivalent professional experience; five or more years of experience may be considered in lieu of a degree.
• Two to five years of experience in network/server support services; relevant certifications are a plus.
• Current and competent understanding of Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, and server administration.
• Hands-on hardware troubleshooting experience.
• Knowledge of LAN / WAN design, topology, implementation, and troubleshooting.
• Proficiency with cloud and on-premise infrastructure concepts, including general knowledge of Azure and/or AWS.
• Proficiency with SAN, NAS, and other storage devices.
• Experience with VPN, IPsec, certificates, firewall administration, and other security services.
• Strong written and oral communication skills.
• Strong interpersonal skills, customer service orientation, and ability to work in a team-oriented, collaborative environment.
• Highly self-motivated and directed with keen attention to detail.
• Ability to effectively prioritize and execute tasks in a managed services environment.

Preferred Qualifications

• Microsoft, networking, cloud, security, Fortinet, Cisco, CompTIA, or vendor-specific certifications preferred but not required.
• Experience in a Managed Services Provider environment supporting multiple customer networks and infrastructure platforms.
• Experience performing technical recommendations for hardware, software, cloud, backup, storage, and infrastructure projects.
• Experience mentoring desktop support, field technicians, or service desk personnel.
• Experience with customer management systems, ticketing systems, documentation standards, and formal service delivery procedures.

Core Competencies

• Systems Administration
• Network Troubleshooting
• Customer Infrastructure Ownership
• Active Directory Server Management
• Cloud & On-Premise Support
• Firewall / VPN Support
• Storage & Backup Awareness
• Technical Research
• Documentation
• Mentorship
• Results-Oriented Execution