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
