Job Description

Job Description

As a Level 2 System Administrator for an IT Managed Service Provider (MSP), you will provide remote and onsite IT support for clients, troubleshoot and resolve complex technical issues, and deliver outstanding customer service. This role requires an individual with strong technical expertise, solid organizational skills, and a customer-centric approach. The successful candidate will also assist with implementing and supporting various systems and infrastructure, ensuring a high level of satisfaction and operational efficiency for clients. This position may require occasional travel to client sites and after-hours or weekend work.

Desired Attributes And Experience:

Customer service mentality: You understand the importance of client relationships and prioritize client satisfaction.
Strong organizational and time management skills: Ability to manage and prioritize multiple tasks and tickets in a fast-paced environment.
Excellent verbal and written communication skills: Able to explain technical concepts in clear, non-technical terms.
Strong interpersonal skills: Collaborate effectively with both technical and non-technical colleagues and clients.
Reliable and dependable: A self-starter with a proven track record of consistent performance and accountability.
Technical proficiency: Solid understanding of system administration, networking, and software environments.
Experience with ticketing systems: Previous experience with ConnectWise or similar IT service management software.
Detail-oriented: High attention to detail, particularly about documentation, troubleshooting, and system configurations.
Adaptability: Ability and willingness to quickly learn new technology and software.
Physical ability: Ability to lift up to 50 lbs for on-site equipment installation and maintenance.
Flexibility: Ability to travel to client sites and work after hours or weekends as necessary.

Responsibilities And Duties:

Install and configure hardware and software for client environments, ensuring best practices are followed.
Respond to tickets per SLA (Service Level Agreement) guidelines, providing timely and efficient support.
Troubleshoot and resolve Tier 2 tickets (escalated issues) related to system administration, networking, and software issues.
Record, track, and document the problem-solving process, including all actions taken through final resolution, in a detailed and organized manner using a ticketing system (e.g., ConnectWise).
Provide onsite and remote support to end users, ensuring minimal disruption to business operations.
Deploy new hardware and software for end users, including setting up new workstations, configuring accounts, and managing network and system access.
Assist with new hire onboarding: Set up workstations, provide basic IT orientation, and ensure new hires have the tools and access required to start.
AV setup and support for client meetings and events, ensuring systems function as required.
Work in Active Directory to manage user accounts, permissions, and Group Policies.
Work with Sophos equipment or any other equipment issued by the service provider to manage client networks, including switches, firewalls, and wireless access points.
Assist in testing and evaluating new technologies and systems to improve client infrastructure.
Create and maintain documentation for internal teams and clients, including IT procedures, SOPs, and troubleshooting guides.
Resolve escalated Tier 1 issues when needed, providing advanced support and helping to mentor junior team members.

Technical Skills:

Operating Systems: Heavy use of both Windows (Windows Server 2016/2019, Windows 10/11) and Mac OS devices.
Services Automation: Knowledge of utilizing a PSA, like ConnectWise, and RMM utilities.
Networking: Solid understanding of networking protocols (TCP/IP, DHCP, DNS, VPN) and experience with Sophos or equivalent network equipment.
System Administration: Experience working with Active Directory for user and group management, GPOs, and access controls.
Virtualization: Experience with Hyper-V or VMware virtualization platforms for managing virtual machines and server environments.
Cloud Technologies: Familiarity with Office 365 administration (Exchange, Teams, SharePoint) and cloud solutions such as Azure or AWS, or GCP.
Backup Solutions: Experience with backup and disaster recovery solutions such as MSP360 or other tools.
Security: Knowledge of security best practices, including antivirus, firewalls, patch management, and endpoint security.

Minimal Education/Certification Requirements:

Bachelor’s Degree in Computer Science, Information Technology, or related field, or Associate Degree plus two years of tech support experience.
A+ and Network+ certifications or equivalent are required.
Additional certifications such as MCSA, CCNA, Microsoft 365 Certified: Modern Desktop Administrator, or similar are highly desirable.

Additional Information:

Work Environment: This role requires the ability to work in a fast-paced, high-pressure environment, often with minimal supervision. Collaborative teamwork is essential.
Travel Requirements: The ability to travel to client sites, sometimes on short notice, is required.
On-Call Rotation: Availability for after-hours and weekend on-call support may be required.

Company Description

Bayou Technologies provides business solutions for Technology, Cybersecurity, Communication, and Marketing.

Company Description

Bayou Technologies provides business solutions for Technology, Cybersecurity, Communication, and Marketing.

Bayou Technologies, LLC

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Level 2 System Administrator