Enhanced Computing Solutions
Senior Systems Administrator
Enhanced Computing Solutions, Baltimore, Maryland, United States
Overview
The number one goal of everyone in our team is to make our Clients exceptionally happy. The
Senior Systems Administrator
plays an important role in making sure that happens.
The
Senior Systems Administrator
handles escalated support requests for the
Service Delivery Team . They are assigned support requests that the
Junior Helpdesk Technician
can’t handle, as well as any projects requiring assistance, and monitor and manage client backups.
When help is needed, the
Senior Systems Administrator
can turn to the
Engineering Team
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 troubleshooting Backup monitoring USE of our TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Manage and record all work through our Ticketing System Maintain well-documented Client Documentation Split tickets with multiple issues into individual tickets Ensure tickets are updated and not “stale” throughout the process PROJECT WORK Assist the projects team with additional resources as needed for project delivery Communication, Reporting & Risk Create and maintain documentation for on-site processes Escalate tickets requiring Service Delivery Manager support Communicate ticket status and updates to clients, including outages or changes Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients Team Work Follow the schedule provided by the Service Delivery Manager or Service Coordinator Adhere to Standard Operating Procedures (SOPs) for recurring tasks Follow all Security Procedures and monitor for security issues Suggest opportunities for process improvements Contribute to innovative change initiatives Undertake additional duties as assigned by the Service Delivery Manager Skills and Attributes
Desired A passion for solving problems and challenges Excellent communication skills, especially listening Knowledge of support tools, techniques, and technology use in service delivery Understanding of operating systems, business applications, printing, and network systems Diagnosis skills for hardware, software, and network issues Experience with Microsoft 365 Platform Vendor management experience for hardware/software troubleshooting Fast and accurate typing skills, especially during calls Advanced knowledge of IT applications, software, and hardware Ability to communicate both technical and non-technical information effectively Adaptability to the fast-paced IT environment Nice to Have Experience with Ticketing, RMM, and PSA tools Remote support experience Handling Technical Service Tickets Professional IT Certifications (e.g., Microsoft MCP) Client support certifications (e.g., Helpdesk Habits) Experience in Helpdesk or MSP/IT support roles Perks Health, Dental, and Vision coverage Casual and enjoyable work environment Subscription to Cybrary.it Company Laptop Ongoing training and professional development 401K plan Salary: $80k - $85k
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The number one goal of everyone in our team is to make our Clients exceptionally happy. The
Senior Systems Administrator
plays an important role in making sure that happens.
The
Senior Systems Administrator
handles escalated support requests for the
Service Delivery Team . They are assigned support requests that the
Junior Helpdesk Technician
can’t handle, as well as any projects requiring assistance, and monitor and manage client backups.
When help is needed, the
Senior Systems Administrator
can turn to the
Engineering Team
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 troubleshooting Backup monitoring USE of our TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Manage and record all work through our Ticketing System Maintain well-documented Client Documentation Split tickets with multiple issues into individual tickets Ensure tickets are updated and not “stale” throughout the process PROJECT WORK Assist the projects team with additional resources as needed for project delivery Communication, Reporting & Risk Create and maintain documentation for on-site processes Escalate tickets requiring Service Delivery Manager support Communicate ticket status and updates to clients, including outages or changes Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients Team Work Follow the schedule provided by the Service Delivery Manager or Service Coordinator Adhere to Standard Operating Procedures (SOPs) for recurring tasks Follow all Security Procedures and monitor for security issues Suggest opportunities for process improvements Contribute to innovative change initiatives Undertake additional duties as assigned by the Service Delivery Manager Skills and Attributes
Desired A passion for solving problems and challenges Excellent communication skills, especially listening Knowledge of support tools, techniques, and technology use in service delivery Understanding of operating systems, business applications, printing, and network systems Diagnosis skills for hardware, software, and network issues Experience with Microsoft 365 Platform Vendor management experience for hardware/software troubleshooting Fast and accurate typing skills, especially during calls Advanced knowledge of IT applications, software, and hardware Ability to communicate both technical and non-technical information effectively Adaptability to the fast-paced IT environment Nice to Have Experience with Ticketing, RMM, and PSA tools Remote support experience Handling Technical Service Tickets Professional IT Certifications (e.g., Microsoft MCP) Client support certifications (e.g., Helpdesk Habits) Experience in Helpdesk or MSP/IT support roles Perks Health, Dental, and Vision coverage Casual and enjoyable work environment Subscription to Cybrary.it Company Laptop Ongoing training and professional development 401K plan Salary: $80k - $85k
Powered by JazzHR
eTFrhx4Z7C #J-18808-Ljbffr