Systems Administrator for an MSP

ONE2ONE Inc • Lancaster, PA, US • 4m ago

Job Expectations:

Emulate and promote the ONE 2 ONE culture by adhering to vision, mission, and core values
Provide exemplary customer service to all existing and prospective customers
Provide a 5-star IT experience
Participate openly and directly in structured meeting cadences
Own and complete weekly To Dos and Quarterly Rocks with a high level of accountability
Proper use of the company PSA, RMM, documentation platform, and other programs as trained and directed
Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
Attend relevant webinars, seminars and training sessions as directed by management
Deliver services in accordance with all contracted Service Level Agreements
Manage user profiles, resolve file permissions, and file access issues
Aid clients with basic use of common applications and operating systems
Perform backup restoration and malware and virus remediation
Troubleshoot and resolve technical escalations
Manage to resolution high priority issues defined by impact and urgency
Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support
Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
Adhere to established escalation processes to achieve resolution
Utilize, create, maintain, and enhance client documentation in the PSA and documentation platform
Develop, engineer and/or implement technical solutions to resolve clients' business challenges
Collaboratively and positively interact with hardware and software vendors to resolve client issues
Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE ‘s facilities
Assist in deploying projects as needed and directed by management. Examples: Phone Systems, Server Upgrades, New PC's, Hardware upgrades, Networking
Travel as required (approximately 25-75% of time), to client sites to perform various IT-related tasks

Requirements

Motivated and solution-focused
Experience in Managed Services Provider (MSP) business model
Strong client service focus
Excellent written and verbal communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.
Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment
Results-oriented with ability to produce products that deliver organizational benefit
Strong critical thinker with problem-solving aptitude.
Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
Strong Backup, Disaster Recovery, and Business Continuity skills
Strong Active Directory administration skills
Strong competency deploying and supporting the operating systems currently supported by Microsoft
Above average competency with the Microsoft Office suite of products
Strong understanding of TCP/IP, routing, switching, subnetting, etc
Experience in user administration in MS Exchange
Experience with the development or troubleshooting of Group Policy Objects
Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
2-4 years related IT direct customer support experience (or similar IT experience)
2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
CompTIA Network+, MCSA: Windows Server or M365 Certified

Benefits

Medical, Dental, & Vision with Employer Contribution
401K with Employer Match
Paid Time Off
Volunteer Time Off
Employee Assistance Program

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