Job description
About Us
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
Position Overview
Thrive is seeking a driven, detailed-oriented Senior Systems Administrator to join our rapidly growing team. As a Managed IT Services Provider, we consult with a diverse set of clients. Your dedicated client portfolio could potentially consist of a mix of high-pressure financial firms, medical practices, trendy hospitality providers, and manufacturing companies. Due to the various industries of our clients, your task list will shift greatly. A typical day can involve anything from working on network connectivity issues, server room buildouts, Exchange migrations, merger and acquisitions project team participation, handling of VIP and Severity 1 technical support issues. The position also requires you to be a team player that can mentor other engineers. We pride ourselves on a culture that is built on trust, learning, and collaboration.
Responsibilities
Service Delivery (Operations)
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
Strategic and Account Management
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
Leadership and Soft Skills
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
Education and Experience
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
Bachelor’s Degree in Information Technology or related discipline preferred or equivalent combination of education and relevant work experience
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
