Sr. Systems Administrator for an MSP

The role of a Service Specialist at an MSP is dynamic and requires a balance between in-depth technical skills, excellent client management, and the ability to mentor and lead others in the team.

The Service Specialist is accountable for the following ONE 2 ONE business functions:

• Medium Priority Service Delivery
• Medium Priority SLA / Metrics

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
• Stay updated with the latest industry trends, new technologies, and security vulnerabilities that could impact clients. Continuous professional development and certifications (e.g., Microsoft, SW, ) are often encouraged or required
• Manage and prioritize multiple client environments, ensuring service levels are maintained across different businesses.
• Guide and mentor junior sys admins and support staff, providing technical leadership and expertise
• Deliver services in accordance with all contracted Service Level Agreements
• Regularly communicate with clients to update them on the status of their systems, answer queries, and provide strategic recommendations for improvements or upgrades
• Clear and effective communication with both technical and non-technical stakeholders. Ability to explain complex technical concepts to clients and management in a simplified manner
• Efficiently handle multiple tasks across different clients, while adhering to deadlines and service levels
• Maintain detailed documentation of client environments, system configurations, and troubleshooting procedures.
• Liaise with third-party vendors and service providers to resolve issues, negotiate contracts, or implement solutions
• Use remote management tools to diagnose and fix issues in clients' environments, including server failures, networking problems, and application errors.
• Handle issues across a wide range of operating systems (Windows, Linux, macOS), ensuring that end-users are supported regardless of their environment.
• 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
• Adhere to established escalation processes to achieve resolution
• 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

• Salary Range: $70K - $80K
• Medical, Dental, & Vision with Employer Contribution

• 401K with Employer Match

• Paid Time Off
• Volunteer Time Off
• Employee Assistance Program