Systems Administrator - Trick Dog Technology : Job Details

Job Summary:The System Administrator is responsible for the planning, administration, and support of client facing technology applications. This position will be responsible for building systems, researching, testing, and developing solutions and solving issues in a methodical, detail-oriented, and logical way. This position will work closely with customers, the Engineering team, the Management team, and the Sales team as a resource for client issues related to the systems this team supports. The System Administrator will also be responsible for serving as a point of escalation for the Support team and must be able to provide exceptional customer service via email and phone using excellent communication and interpersonal skills to ensure that customer and system problems are resolved in a timely fashion. Additionally, the System Administrator will document customer issues and support calls and write up issues and solutions in a knowledge base forum. Additional responsibilities will include ongoing projects as assigned in addition to being part of an on-call rotation, and any other duties the company may assign. The System Administrator will report to the System Administrator Manager.Duties/Responsibilities:•Provide escalation/level 3 support with exceptional customer service via email and phone.•Work and resolve escalated tickets in adherence with performance metrics•Serve as technical subject matter expert for company service offerings•Use excellent communication and interpersonal skills to ensure that customer and system problems are resolved in a timely fashion•Research, test, and develop solutions for common problems in a methodical, detail-oriented, and logical way.•Document all customer issues and support calls in ticketing system•Work on other system/network initiatives and ongoing projects as assignedRequired Skills/Abilities:•Amazing customer service savvy and interpersonal skills - can handle difficult or tense customer situations with ease and is experienced in setting customer expectations appropriately•Expert troubleshooting, problem-solving and analytical skills•Extremely detail-focused - nothing ever gets by you!•Quick learner - can quickly pick up new systems and software with ease. •Fast thinker who can logically research solutions online and work through problems•Self-starter who effectively manages their own priorities and activities•Exceptional written and oral communication skillsEducation and Experience:•Bachelor of Science or Equivalent Certifications•5+ years of demonstrated technical problem-solving experience, this is not an entry level position therefore you must bring advanced level skills to this position. Your prior experience should include roles working in network administration, network engineering and design, virtualization technology, and server build and maintenance duties•An understanding of Citrix, Microsoft, and virtualization technologies and how they function in an enterprise network•PowerShell Scripting/Automation Experience•Strong understanding of Active Directory both On-Prem and Azure AD•Strong knowledge of Group Policy, RDS/RDP, and Citrix fundamentals•Strong knowledge of Windows desktop and server operating systems and Cloud hosting principles•Strong knowledge of Office 365 configuration and management•Knowledge of local printer configurations in Remote VMs & Local on-prem machines•Proficiency with RMM solutions like N-Able and Logicmonitor•A clear history of project leadership and project completion is required, you will be responsible for new technology implementations.•Flexible, dependable, capable of multi-tasking, and possess the intelligence and ability to learn new products and technologies.•Integrity with respect to work, meeting agreed upon deadlines, both taking and sharing responsibility as appropriate, and personal interactions with both customers and co-workers.•Experience with and knowledge of IT security concepts and best practices