Senior Systems Administrator

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Senior Systems Administrator. You will be responsible for providing technical expertise and support to a diverse client portfolio, handling escalated technical issues, and collaborating with the Account Management Team. This role requires strong analytical and problem-solving skills, proficiency in various technical disciplines, and the ability to mentor junior engineers. A Bachelor's degree in Information Technology or equivalent experience is preferred, along with 7+ years of technical support experience. The position offers the opportunity to work in a fast-paced, challenging environment with a focus on career development and collaboration.

Requirements

• Ability to work in a fast paced, challenging environment with a diverse client base
• Strong analytical and end to end problem identification, management, and resolution skills
• 7+ years of technical support experience with increasing responsibilities; managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive’s services
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms
• Proficiency in the following technical disciplines with a mastery of at least two: VMware Systems Administration, Windows Server Systems Administration, Exchange Administration (On-Premise, Hybrid, Office 365), Office 365 Administration, Azure administration, Mobile Device Administration/Management Remote Computing (Microsoft RDS, Citrix), LAN/WAN Administration (FortiGate/SonicWALL/Cisco/Meraki), Wireless Administration (Meraki, Cisco), Server Infrastructure Administration, SAN/NAS Administration

Responsibilities

• Technical ownership of assigned clients
• Active participant in determining the efficacy and efficiency of existing client infrastructure, systems, software, and processes
• Make recommendations for the completion of projects to meet client needs as well as improve identified deficiencies
• Ownership and resolution of escalated client technical issues
• Includes working with client and their vendors until resolution is reached
• Escalations focus on infrastructure and critical business impacting issues
• Documentation and network diagram creation and updates
• Change control approval
• Reviewing changes written by other engineers
• Writing changes for complex tasks to be executed by other engineers
• Changes follow established processes and/or industry best practices
• Problem identification, reason for outage and root cause analysis documentation for all issues depending on situation and outcome
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
• Participate in ‘2nd Level’ on-call rotation
• 2nd level on call consists of issues already reviewed by a 1st level on-call engineer and determined to be outside of their ability to resolve
• Collaborate and partner with Account Management Team on Technology Business Reviews, strategic technology road-mapping, quarterly business reviews, and architecture improvements
• Speak both to a wide array of technologies in-depth as well as to C-level executives
• Reviewing project scopes for existing customers
• Technical validation of project plan
• Understand business-case and ensure project plan meets the needs of the client
• Participate in technical account management and other client calls as needed
• Translate technical information and articulate findings and next steps clearly to peers, management, and clients
• Identify and appropriately document and present potential improvements to internal Thrive process and procedure to improve customer satisfaction and engineering efficiency
• Mentoring junior and mid-level engineers
• Provide articulate and appropriate guidance empowering them to solve issues with confidence
• Assist in fostering the development of ‘soft skills’
• Provide guidance on career development as requested

Preferred Qualifications

Bachelor’s Degree in Information Technology or related discipline