Salary Range: 66961 to 100441 (Currency: USD) (Pay period: per-year-salary)
We are seeking a highly motivated and skilled Systems Administrator with 3-5 years of experience to join our IT Operations Team as a key member of our high-performing Service Desk. This is an on-site role. The ideal candidate will bring a strong desire to learn rapidly, an exceptional ability to troubleshoot complex issues, and a deep commitment to upholding the high standards of excellence that define our organization. As a key player in our IT operations, the Systems Administrator will not only ensure seamless functionality but also contribute directly to the mission of Shield AI by supporting the technological backbone that drives our innovative solutions. This role is essential in maintaining operational efficiency and ensuring that our team can continue to deliver cutting-edge advancements with the highest level of customer satisfaction.
WHAT YOU’LL DO:
- Technical Support: Serve as the first point of contact for end users seeking technical assistance via the ticketing system, Teams, or email. Provide on-site technical support for desktop, laptop, and mobile devices, as well as common office software and network connectivity issues.
- Problem Resolution: Diagnose issues using customer-provided details, SOPs, and Run Books, guiding end users through the resolution process with patience and clarity, ensuring a high level of customer service.
- Escalation: Direct unresolved issues to the next level of support with comprehensive documentation of the troubleshooting steps taken, ensuring smooth handoffs and continuity in issue resolution.
- Documentation: Accurately record events, problems, and resolutions in logs and tickets, ensuring all technical issues and solutions are well-documented for future reference and reporting.
- On-Site Support: Assist with on-site physical projects, including mounting servers, running cables, and setting up IT equipment. Provide hands-on support for hardware installations, configurations, and maintenance.
- Imaging and Deployment: Image computers and assist with IT projects as needed, ensuring all devices are correctly configured and deployed according to organizational standards. This includes preparation, deployment, and ongoing maintenance of on-site equipment.
- Training and Development: Stay updated with industry trends and new technologies. Participate in continuous on-site training and development opportunities to enhance and expand skill sets relevant to the evolving needs of the organization.
REQUIRED QUALIFICATIONS:
- 3-5 years of experience as a Systems Administrator in an on-site, mid-level role, with a proven track record in managing and maintaining IT services, including the installation, administration, and troubleshooting of Linux/Ubuntu and Microsoft systems. Demonstrated ability to provide on-site technical assistance and support for computer systems, software, and hardware issues.
Technical Skills:
Proficiency in system administration, with expertise in diagnosing and resolving technical issues on platforms such as Windows Server, Ubuntu, and cloud environments.Relevant certifications in system administration or related fields are a plus, with a preference for hands-on experience in an on-site support environment.
Communication and Interpersonal Skills:
Excellent communication skills, both written and verbal, with a focus on clear, on-site interaction.Capable of developing collaborative partnerships and clearly communicating technical issues and solutions, especially during escalations.Ability to clearly and concisely explain technical issues and document solutions effectively, enhancing transparency within the on-site team.
Certifications and Education:
A+ certification or equivalent is required, demonstrating a solid foundation in IT systems and troubleshooting.BSc/BA in IT, Computer Science, or a related field, or equivalent experience and certifications, is preferred.
Customer Service Excellence:
Proven track record of delivering excellent customer service, with a focus on user satisfaction and issue resolution efficiency.
Additional Skills:
Proven ability to excel in a fast-paced, on-site work environment, demonstrating reliability, teamwork, and a commitment to high standards of professionalism.Demonstrated record of solving complex problems with innovative solutions, maintaining professionalism, and being kind and considerate to others.Proven capability to manage on-site projects at scale and across functions with a high level of execution and quality.
PREFERRED QUALIFICATIONS:
- Advanced Technical Expertise:
- Deep understanding of both Linux/Ubuntu and Microsoft systems, beyond basic troubleshooting, with the ability to diagnose complex issues and implement effective solutions in an on-site setting.
- Proven Tool Proficiency:
- Extensive experience with Atlassian products (e.g., Jira, Confluence) and Azure DevOps (ADO), optimizing workflows and fostering cross-team collaboration.
- Strong familiarity with office automation tools and platforms like Microsoft Office, Azure, and PowerBI, with a track record of leveraging these tools to enhance on-site productivity.
- Experience with ITIL or Service Management Frameworks:
- Familiarity with ITIL or similar service management frameworks, with a focus on improving IT service delivery and aligning IT services with business needs.
- Scripting and Automation Skills:
- Experience with scripting languages (e.g., PowerShell, Python) for automating repetitive tasks, improving efficiency, and reducing the potential for human error.
- Security Certifications:
- Holding security certifications (e.g., CompTIA Security+, CISSP) demonstrating a strong foundation in cybersecurity principles and practices.
- Cross-Platform Experience:
- Experience managing a mixed environment of Windows, Linux, and macOS systems, ensuring seamless integration and operation across diverse platforms.
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