Job Details
Description
Position Summary:
The Systems Administrator acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TAC’s ticketing system to resolve Level 1 end user issues. This position must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support.
This role will be responsible for providing on-site support to a Meriplex client located in Omaha, NE.
Key Responsibilities
- Deliver general workstation support.
- Provide customer specific application support.
- Troubleshoot basic network connectivity and devices/user connectivity.
- Administer incident response system reboots.
- Perform basic OS support.
- Utilize basic Azure support skills.
- Provide first level triage virtual server support to reestablish functionality.
- Driven to follow all SOP to resolve all technical issues.
- Navigate Active Directory to enact distribution groups and create, change, and disable users.
- Perform basic ITIL security to provide basic printing and connectivity support.
- Deliver scripted application support.
- TCP/IP troubleshooting abilities.
- Able to perform basic VPN connectivity issues and password resets.
- Basic end-user email support.
Knowledge, Skills, And Abilities
- Basic knowledge of Microsoft 365 applications.
- Basic knowledge of command line.
- Understanding of basic technical triage methodologies.
- Basic TCP/IP understanding.
- Ability to communicate both verbal and written technical information to a wide range of end-users.
- Ability to effectively set expectations regarding delivery of service.
- Strengthen customer relationships by providing exemplary customer service.
- Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
- Adherence to ticketing methodologies regarding documentation, process, and workflow.
- Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
- Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
Preferred Education, Experience, And Certifications
- Prior MSP support desk experience, highly encouraged.
- A+ certification.
- Network+ certification.
- Server+ certification.
- Azure support.
- Superior reading, writing, and communication skills.
- Basic knowledge of network concepts, devices, and best practices.
- Basic Microsoft 365 certification.
