System Administrator
Salary Range: $67k to $78k
Position Overview
We are seeking a highly skilled Senior IT Support Engineer who can independently resolve a wide range of technical issues with little to no assistance. This role serves as an escalation point for technicians and supports both onsite and remote environments. The ideal candidate has strong troubleshooting skills across endpoints, servers, and networking, and is comfortable working in a client-facing, fast-paced environment.
Key Responsibilities
- Independently resolve complex technical issues, including:
- Workstation operating system issues (Windows and macOS)
- Printer issues of all types
- Standard business applications (Microsoft Office, Adobe, etc.)
- Line-of-business applications such as SAGE ERP and QuickBooks, including coordination with vendors for niche applications
- Advanced server issues
- Basic to intermediate networking issues
- Serve as an escalation point for technical staff
- Support and troubleshoot Microsoft 365 and Azure environments
- Administer and support virtualization platforms (VMware and Hyper-V)
- Participate in an on-call rotation to provide after-hours and weekend support
- Deliver professional, high-quality support for both onsite and remote operations
Required Qualifications
- Willingness to work full-time on-site, either at the company office or client locations
- Minimum 5 years of experience in IT Support or a similar role
- Strong experience troubleshooting Windows and macOS
- Hands-on experience with Windows Server 2016–2025
- Experience with VMware and Hyper-V virtualization
- Experience supporting Microsoft 365 and Azure
- Working knowledge of:
- Firewalls
- Switches
- Network architecture and troubleshooting
- Proficiency supporting:
- Microsoft Office and Adobe products
- Active Directory
- Backup and recovery software
- Endpoint cybersecurity tools
- Mobile devices and business applications
- Valid driver’s license, vehicle insurance, and access to a reliable vehicle for client visits
Preferred Qualifications
- Experience working for a Managed Service Provider (MSP)
- Active server-related certifications
Performance Metrics (KPIs)
- Utilization: Percentage of working time billed to client tickets
- CSAT: Client satisfaction scores from ticket-based surveys
- Quality Score: Evaluations conducted by the training and quality team
- First-Touch Resolution: Tickets resolved with a single time entry
