System Administrator

Company: Integritek
Location: Austin
Posted on: April 8, 2021

Job Description:

Key Accountabilities:The Support Technician III is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage Integritek's ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Essential Knowledge, Skills, and CompetenciesTo successfully perform in this role, an individual must consistently demonstrate the following abilities:
Purpose DrivenSeek to overcome challenges and accept failure as an opportunity for improvement.Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience.Proactively anticipate client needs by thinking '10 steps ahead': diagnose 'root causes' versus treating symptoms.Embody the Integritek brand by building productive relationships built on trust, patience and results.
Personalized SupportDevelop an in-depth knowledge base of client's technical infrastructure, culture and communication preferences. Keep customers informed of progress, changes and solutions in a timely and effective manner. Maintain client specific documentation in Integritek's systems according to standards and specifications.Handle surprises by acting cool under pressure and use positive language to de-escalate situations.
Tenacious ExecutionRespect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate. Self-motivated to solve the issue and can act independently to prioritize and manage multiple issues at a time.Insatiable appetite and willingness to learn through personal development and training opportunities. Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
Technical Knowledge & SkillsThis candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:Remote & onsite support experienceWindows & Mac Operating Systems Windows & Linux Server Operating SystemsDesktop applications and Encryption technologies (Bitlocker, Symantec, etc.)Microsoft Active Directory, SQL Server, Remote Desktop Services, and ExchangeVirtualization technologies (VMWare, Hyper-V, etc.)Storage, Disaster recovery & Backup solutions (Datto, Veeam, etc.)Network protocols (TCP/IP, DHCP, DNS, etc.)Networking and configurations (Switching, routing, firewalls)Web technologies (XML, HTML, IIS, CSS)Office 365, Azure, AWS, and G-Suite administration.Mobile Device Management administrationScripting knowledge and syntax (PowerShell, Batch, SQL)Identity Provider/Multi-Factor Authentication service administrationVoIP phone systems

Experience & EducationPreferred certifications include MCSE, CCNP, VCP but are not required7+ years of experience in a technical support, help desk, network support positionDegree valued but not required
Other ExpectationsA general understanding of our industry is expected; familiarity with IT management consulting services is helpful. Adherence to all job-related practices, policies, and procedures.Reliable transportation and current auto insurance to travel for onsite customer support. Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.
Core ValuesPersonal Excellence - You nerd out on developing your industry skills and knowledge and are hungry to learn. You are coachable and self-reflective in your skills and ability. Indomitable Spirit - You are self-motivated and creatively resourceful. Determined to find the right solution.Solutions Oriented - You are empathetic and pragmatic in searching for solutions. You use data to drive your decisions. You act both decisively and are timely in your response.Team Player - work with others collaboratively to breakdown silos in a positive way to help guarantee project success. Always eager to help, you are communicative and respectful in all matters.Integrity - You know how to set goals for yourself and you hold yourself accountable. You are reliable, transparent in your actions and are trustworthy. Honest, you do what you say you will do.

Keywords: Integritek, Austin , System Administrator, IT / Software / Systems , Austin, Texas