Remote System Administrator

Summary

Join TurnPoint as a System Administrator and drive the successful delivery of advanced technical projects, providing top-tier support for diverse clients while navigating complex projects and collaborating closely with the team.

Requirements

• Excellent communication and interpersonal skills (verbal and written)
• Strong analytical and problem-solving abilities
• Proven work experience as System Administrator (this is not a role for freshers)
• Experience with administering (more than just tier 1 troubleshooting): Microsoft 365, Windows 10/11, Windows Server 2022, Physical and virtual networks
• Familiarity with networking concepts and protocols (TCP/IP, DNS, DHCP, VPN, etc.)
• Experience with Active Directory administration, group policies, and domain services
• Knowledge of backup and disaster recovery strategies and tools

Responsibilities

• Act as liaison between clients and technical staff, coaching junior resources and intervening when necessary
• Perform daily client work (at the level expected of your role; i.e. not tier 1 client work) remotely
• Adhere to existing processes, including change management
• Function as client interface on phones and ticket thread intake including: Provide remote support Monday – Friday, 1AM-10AM PT and periodic after hours work as required
• Perform tech tasks as self-assigned and assigned by tech managers
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work
• Walk clients through the problem-solving process in plain language terms, on their tech level
• Create, review and maintain tasks owned by self for support of client projects
• Maintain awareness of current work and status, managing tasks through to successful closure
• Create tasks, to contribute to client onsite visits and related meetings
• Ensure proper recording, documentation, and closure of all client inquiries using online tools
• Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required
• Monitor and update all assigned tickets on a daily basis
• Record and document tech processes to contribute to TurnPoint Tech Manual
• Be an escalation resource for more junior technicians, while encouraging them to follow our formal escalation procedure
• Administer and maintain existing infrastructure for clients, including (but not limited to) servers, networks (both physical and virtual), DNS, updates, and hybrid Active Directory
• Partner with Engineers in the implementation of technical solutions
• Conduct security audits and implement necessary measures to protect the organization's systems and data
• Participate in planning, deploying, and upgrading hardware and software systems
• Create and maintain documentation, including system configurations, procedures, and troubleshooting guides
• Exemplify and champion superior client communication and service
• Emphasize quality, continuous improvement and high performance
• Enact and champion company policies
• Track, route and redirect issues to correct resources and internal team for support
• Balance support ticket threads, task execution and project work for timely completion
• Escalate unresolved client queries to the next level of support properly and in a timely manner
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through
• Train and mentor the tech team

Benefits

• Generous paid time off
• 100% employer-covered private health insurance