Remote System Administrator - After Hours

Title: Systems Administrator  

Department: Managed Services

Compensation:  Commensurate with experience

Location:  Remote

Position Summary:

Can you talk a developer down from adding 8 vCPU to their VM because it “just needs it”? Are you passionate enough to run the Active Directory BPA regularly because you like to see a clean report? Do you have a personal cloud strategy for your home pictures? Can you effectively make a case with the network team that they need to deploy 10GE to speed up your systems? Are you the “Tech Guru” that all of your friends go to whenever they have questions? Most importantly, are you interested in working with an incredible team to deploy cutting edge technology to some amazing clients?  

Xterra Solutions, Inc. is looking for a Systems Administrator to help with day-to-day IT operations at our San Francisco location to clients in the Bay Area. You’ll be providing a broad range of systems engineering services, handling questions ranging from the standard “What’s the best backup strategy for me?” to “Office 365 is down!” 

If you love to work in a fast paced and high energy technical environment and want to be a part of a fun and diverse team with growth opportunities with excellent benefits, Xterra is the company you are looking for!

We are looking for that unique professional who thrives on solving problems and is excited about taking on new challenges, working with new clients, and keeping up with new technology. This position requires dedication, persistence, follow-up, effective time management, and unbeatable customer service with exceptional communication skills.

The Systems Administrator reports to the Service Manager and has responsibilities that include IT Support, implementing, maintaining and optimizing systems infrastructure to meet client goals and objectives.  Also provides Tier 2 support for both infrastructure administration and technical support in restoring service and resolving incidents for Xterra’s clients.

About Xterra Solutions

Our mission is to build a talented, fun, masterful engineering team to deliver excellence in IT services. This means that our purpose is to develop our people to be the best in the industry and to have fun doing it. Training, learning, and growing is a major part of working at Xterra.

We are a Services company that delivers the highest possible level of technological expertise with an unwavering dedication to extraordinary service delivery. By providing smarter, sustainable, and resilient IT solutions, Xterra helps our clients be more productive while optimizing their IT investments.

Managed Services by Xterra includes: network management; data backup; data security; server hosting and support; asset management and procurement; and expert advisors and consultants for IT planning. Our Service Desk provides support for an extensive range of technologies, including servers, network equipment, user computing support, applications, printers and mobile devices.

Job Responsibilities:

·       Provide Tier 2 and Tier 3 remote support

·       Work with our remote monitoring and management (RMM) system to identify, prioritize, resolve problems, and enhance our service offering to clients

·       Leverage our professional services automation (PSA) solution to manage support tickets, collaborate with internal staff, and communicate with clients

·       Respond to incoming support requests and provide first call resolution / escalation

·       Document and communicate incidents, outages, ticket status, problem resolutions (internally and externally), and escalate tickets appropriately

·       Identify critical issues, prioritize, and respond to tickets to ensure SLA’s are met

·       Perform system administration & security functions

·       Train and stay current with technologies used in Xterra’s client environments

·       Deliver high levels of client satisfaction

·       Create high quality technical documents quickly and accurately

·       Other projects and responsibilities may be added at the manager’s discretion

Technical Requirements:

·       Bachelor’s degree in Information Systems Business Administration, Computer Science, a related field or equivalent work experience is required. MSCE, MCTS, VCP, certifications is preferred.

·       5 years of hands-on experience within a technical environment providing onsite or remote support and customer service

·       Incident & problem management experience and the ability to coordinate required resources to respond to complex IT issues

·       Strong troubleshooting skills and the ability to apply those skills to assist troubleshooting of a wide range of information systems and applications

·       Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio)

·       Three years proficiency with the following core skills:

o   Microsoft Active Directory. Exchange/Office 365, Google Workspace administration, Scheduling & Print Services

o   Server Platforms (Dell, HP, Cisco)

o   Operating System Platforms (Windows, MacOS)

o   Disaster Recovery & Data Protection (Veeam)

o   Desktop Packaging/Management

·       Desktop Operating System (Windows 10 & MacOS)

Other Requirements:

·       Firm desire to consistently work as a vital part of the team (no hot shots here!) with a primary focus on client service

·       Strong problem-solving skills, ability to analyze complex problems and use a systematic approach to gain quick resolution

·       Strong communication (written and verbal) and presentation skills, both internally and externally to technical and business audiences

·       Must be able to work effectively under pressure either independently or as a member of a team

·       Assertive, highly motivated with a sense of urgency, providing a ‘Whatever it takes’ attitude to get the job done

·       Self-motivated and resourceful

·       Proven aptitude to organize work in an efficient manner and succeed in new environments

·       Must be well spoken, organized, detail orientated, dependable and flexible

·       Excellent follow-up skills

·       Background Check required

Desirable:

·       PowerShell Scripting experience

·       Cloud Management – Microsoft Azure, Microsoft 365 and Google Workspace

·       Mobile Device Management (MDM) experience

·       Prior service delivery experience using service delivery methodologies such as ITIL Service Support and Delivery.

·       CCNP, CNSE, MCSE, MCTS, VCP and ITIL Foundation Certifications a plus.

·       Work in a consulting services environment, Enterprise IT Operations, and prior start-up experience a plus.

·       Ability to lead, motivate and direct a workgroup, and influence others to achieve results.

·       ConnectWise PSA experience

·       Experience with Desktop Packaging/Management

·       Experience with Desktop Operating Systems (Windows 10)

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Holidays, Short Term Disability, Long Term Disability, 401K Plan, Bonus Program

$45,000-60,000 annually