MSP IT Administrator-Level 2-3 - Office365, Azure, Windows, Connectwise ID-10991
About the position
We are seeking a service-oriented and self-motivated professional to join our IT support team as an MSP IT Administrator at Level 2-3. In this role, you will be responsible for maintaining and monitoring the computer systems and networks for our clients and partners. Your primary focus will be on solving technical issues while collaborating with team members across various departments as necessary. This position requires a proactive approach to IT support, ensuring that all systems are functioning optimally and that any issues are addressed promptly and effectively. As an MSP IT Administrator, you will install and configure software and computer systems, troubleshoot and resolve issues with software, networks, and hardware, and guide colleagues or clients through steps to help them resolve their technical issues, both remotely and in person. You will log all incidents, requests, and changes into our ITSM tracking software, ensuring that all necessary data is captured. Additionally, you will document new findings and solutions within our knowledge base to enhance service efficiency. Your role will also involve analyzing records and logs to identify underlying trends and potential issues that could impact end users. You will support the implementation of new solutions or applications, establish accounts for new users, and assist with password or login problems. Participation in internal and external meetings will be required, along with some data entry in our ticketing system. You will perform administrative activities associated with maintaining Windows servers and PCs, Active Directory, and phone systems. Furthermore, you will audit and analyze incident and request tickets for quality, recommending improvements and updates to knowledge articles. Producing trend analysis reports will be part of your responsibilities, aimed at identifying tasks for automation to reduce ticket volume and optimize effort. You will also plan and execute approved maintenance activities, perform infrastructure and applications migration to the cloud (Microsoft Azure), and implement, manage, and support Microsoft Active Directory networks. Continuous education and professional development will be encouraged to preserve and grow your knowledge of procedures, products, and services.
Responsibilities
- Install and configure software and computer systems
- Troubleshoot and resolve issues with software, networks, and hardware
- Walk colleagues or clients through steps to help them resolve their technical issues remotely or in person
- Log all incidents, requests, and changes into our ITSM tracking software with all necessary data
- Document new findings and solutions within our knowledge base for more efficient service
- Analyze records and logs to spot underlying trends and potential issues that could impact end users
- Support the implementation of new solutions or applications
- Establish accounts for new users and assist with password or login problems
- Participate in internal and external meetings when necessary
- Perform data entry in our ticketing system
- Perform administrative activities associated with maintaining Windows servers and PCs, Active Directory, and phone systems
- Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles
- Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
- Plan and execute approved maintenance activities
- Perform infrastructure and applications migration to cloud (Microsoft Azure)
- Implement, manage, and support Microsoft Active Directory network
- Architect and install servers/systems, routers, firewalls, and other equipment for clients
- Design, implement, and support network and server infrastructure (on-premise and cloud-based)
- Architect cloud infrastructure and migration planning
- Pursue continuing education to maintain professional expertise.
Requirements
- High School Diploma or equivalent required
- 3+ years of experience in a technical support role preferably at an MSP
- Certifications such as A+, Network +, Microsoft, etc. are preferred, but not required
- Ability to work on-site where hands-on support is needed
- Experience working with Windows Servers, Windows 10, Microsoft Azure, Active Directory, and Office 365
- Familiarity and proficiency with SonicWall, Dell, VMWare
- Proficiency with switches, firewalls, IP routing, network security, VOIP, and the OSI model
- Knowledge of Connectwise and RMM solutions
- Working knowledge and expertise with a variety of software, hardware, and applications
- Willingness to solve complicated problems and see tasks through to completion
- Analytical skills to study problems and records and identify solutions
- Team-oriented attitude to help other colleagues and departments with technical problems
- Strong interpersonal communication and relationship-building skills
- Ability to work autonomously with very little or no supervision at times
- Ability to manage time and effectively prioritize numerous projects at one time
- Willingness to advance career and learn new areas of expertise and focus.
