Support Systems Administrator / Level 2

Job Description

Job Description

About Awecomm
Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 3 years and counting. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive .
At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people:

• Be Transparent – open and honest is not optional
• Be Helpful – enthusiastic, flexible, supportive, and team oriented
• Be Exceptional – together we can go beyond great, and be exceptional

If you share our values, are excited about our mission, and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you.

What you will be doing
As a Support Systems Administrator (SSA), you will be part of the team to which our Service Desk team escalates tickets. As part of the SSA/Level 2 team, you will provide overall technology support for end users as well as support our clients' networks and systems. Some key activities in this role will include:

• Provide exceptional customer service to clients in support of incident and service request tickets.
• Execute problem tickets (PT) as the problem manager, communicating internally and externally until the PTs are resolve.
• Execute mitigation efforts on infrastructure and Pager Duty alerts.
• Organize, track, and prioritize workload to exceed client expectations
• Effectively capture technical issues and document in our ITSM (Halo PSA).
• Assist Service Desk team and System Administrator team to resolve complex issues
• Effectively communicate and interact with clients on complex support tickets
• Provision, troubleshoot and effectively resolve various technology issues
• Follow procedural documentation to triage, remediate, setup and provision solutions across a variety of technologies.
• Ensure that current technical documentation and KB articles are complete, accurate and up to date after each ticket.
• Provide support after-hours as part of a team on-call rotation

Experience & skills that will enable your success

• Proven track record of success, including completion of bachelor’s degree and/or technology certifications
• Professional Technology Experience of 5+ years
• System Administration experience of 1+ years
• Experience working as part of a tiered Service Desk team
• Excellent communication and documentation skills
• Proven ability to provide exceptional client service and communicate with team members and clients at all levels of the organization
• Strong analytical, troubleshooting, and problem-solving skills
• Experience installing, configuring, and troubleshooting, and administering applications
• Knowledge and experience with PowerShell scripts and automation
• Proven ability to initiate and drive new processes, adapt, learn, and apply knowledge toward continuous improvement
• Experience working with and troubleshooting security alerts, including spam alerts
• Basic understanding of network concepts, firewalls and network switches
• Experience and knowledge of: Windows Server Operating Systems and Active Directory
• Knowledge of Virtualization - VMware or HyperV
• Strong understanding and experience supporting Microsoft 365 and Azure
• Strong focus on team success
• Ability and passion to continuously learn new technologies in a fast-paced environment

Why you will excel and love working at Awecomm
You will fit right in if you love to provide exceptional service, work as a team, and love technology. Some key indicators include:

• Excited to work with the latest technology and cybersecurity solutions
• Own your experience, and be proud of it
• Excited and passionate about learning new technology
• Want to collaborate with others to solve problems and find a better way
• Always looking to make improvements – continuous improvement focus and really enjoy making an impact
• Drive and ambition to grow and initiate change
• Put the needs of others, especially clients, first
• Excited to come to work every day and help the TEAM succeed
• Flexible and have a positive attitude
• Ambition for advancement and your own continuous improvement commitment
• Career focused – want to grow and prepare for your next role at Awecomm
• Ability to work in a hybrid WFH/WFO environment

Additional Reasons to love Awecomm

• Awecomm culture, values, purpose, and mission
• Casual work environment
• Work with great team members committed to the overall success of the team
• Fun office events and offsite activities
• Included 24/7 onsite fitness center (includes private showers)
• Included access to onsite golf simulator
• Located in the heart of Troy, walking distance to several restaurants
• Onsite full-service café (when walking outside is not ideal)
• Office lounge, snacks, and free flavored water and soft drinks
• Competitive pay and benefits, including 401k Plan with company match
• Team recognition program – earn points toward swag, gift cards, & more
• Profit sharing plan – we all share in our collective success
• Career advancement with career development

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