IT Systems Administrator

Seeking a full-time Systems Administrator to remotely manage the performance of IT services & support to clients and ensure that service levels are achieved and to ensure that customer expectations are exceeded every time. This individual will be responsible for ensuring client systems are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, while standards and processes are followed to provide effective customer service and world class system stability and up time. This individual will also be providing operational support to senior engineers and project management teams to ensure the completion of projects on time and on budget.

Key Responsibilities:
- Oversee all requests, incidents and problems from customers pertaining to their network infrastructure. Work with management and IT coordinator to manage and coordinate scheduled or urgent support issues. Act as escalation point for all requests and incidents.

- Work independently and 100% remotely.

- Escalate tickets and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

- Provide support on daily staff activities to ensure that all tasks are completed on the operations and customer service side of the business.

- Build/obtain training material for support staff. Responsible for keeping up the knowledge based on the professional services automation tool. As needed, schedule employees’ working times and provide backup support. Interact with internal and external customers.

- Assist in providing data and reporting of KPIs and trends to management on a regular basis. Will work with management and IT coordinator to drive Ticket Deep Dive and develop strategies for improvement.

- Monitor and manage phone and online queue.


Qualification Criteria::
-Knowledge and experience in working on Microsoft Server technologies. MS Windows, Exchange and SQL
- Knowledge and experience in working on unified threat management appliances and Cisco firewall.
- Ability to troubleshoot and support Linux servers or workstations
- Ability to troubleshoot Microsoft Office 2010-2016 technical issues.
- Knowledge and experience in working on cloud technologies Amazon web services, Microsoft Office 365, Azure or other technologies like IAAS deployments or SAAS deployements.
- Knowledge and experience in working on smart switches, vlans and routing. Along with public domain name system and public key interchanges.
- Knowledge of security concepts and how to apply them. Entry level IT Security certifications like CEH or Security+ and more advanced security certifications are a plus.
- Positive attitude and the ability to maintain composure and professional demeanor under stress
- Effective oral and written communication skills; ability to explain basic technical concepts to non-technical audience
- Highly detail and customer service oriented
- Able to work and independently
- Access to high speed internet
- Ability to work in North American time zone
- At least 1 year experience in an information technology systems administration
- Knowledge in using professional services automation tools.
- Ability to adapt to an ever-changing environment and work productively on several tasks/projects simultaneously

**Excellent verbal and written fluency in English is a must