Senior Systems Administrator, Systems Support

About the role

You will solve escalated Tier 3 technical issues through customer conversation, accessing support tools, and additional support staff while providing prompt and professional communication. You will demonstrate expertise in all Tier 1, Tier 2 responsibilities which include triaging tickets and basic technical support and troubleshooting. You will create new policies and procedures for software and hardware changes going from testing to production. You will partner with Team Leads and Managers on training & new policy/procedure implementation. You will continuously improve and streamline processes and procedures to ensure effectiveness and efficiency. You will serve as a trainer, mentor and coach to the Associate Systems Administrators. You will serve as a business partner to other departments on projects. You will document solutions to new problems and share with the rest of the team.

Key facts

What you'll do

• Investigate and resolve complex infrastructure incidents using structured diagnostic techniques and support tools while maintaining clear communication with stakeholders.
• Triage incoming support requests, applying expert-level knowledge of Tier 1 and Tier 2 operations to identify root causes and implement effective remedies.
• Design, test, and deploy standardized policies and procedures for software and hardware change management to streamline production workflows.
• Collaborate closely with Team Leads and Managers to develop training content and drive the adoption of new policies and operational procedures.
• Optimize existing workflows and service operations to eliminate bottlenecks, reduce mean time to resolution, and improve overall system reliability.
• Mentor junior system administrators by providing guidance, code reviews, and practical coaching on support best practices and technical skills.
• Act as a trusted business partner to non-technical departments, aligning IT initiatives with organizational objectives and supporting cross-functional projects.
• Author detailed knowledge base articles and solution documentation to capture complex fixes and enable team-wide learning and reuse.
• Participate in an after-hours on-call support rotation to address critical production issues outside standard business hours.
• Engage with third-party vendors to coordinate hardware and software issue resolution, whether through on-site visits or remote technical support.
• Install, provision, and maintain servers across multiple layers including operating systems, databases, and line-of-business applications in a secure and scalable manner.
• Execute advanced Systems Administration tasks within Active Directory, including user management, group policy, and domain services optimization.
• Centrally manage corporate directory services, email infrastructure, and perform robust backup and restore operations to ensure data integrity and availability.
• Plan, implement, and maintain Software-as-a-Service tools and hybrid cloud environments to support evolving business requirements.
• Act as the escalated technical authority for the helpdesk and desktop support teams, providing deep expertise to resolve challenging issues.
• Perform additional responsibilities as assigned to support organizational priorities and strategic initiatives.

Requirements

• Bring a minimum of 6-7 years of cumulative experience in technical support roles, with at least 2 years dedicated to Systems Administration responsibilities.
• Demonstrate enterprise-level experience with server virtualization solutions, specifically VMware and Hyper-V, with Acropolis experience preferred.
• Show advanced proficiency in troubleshooting Windows Server operating systems including versions 2016, 2019, and 2022, as well as Azure Active Directory.
• Exhibit expert-level skills in administering Windows Active Directory, with a proven ability to design and maintain high availability for critical services such as DHCP, DNS, and RADIUS.
• Possess strong scripting abilities in PowerShell to automate repetitive tasks and support operational efficiency.
• Have advanced knowledge of the Microsoft Server family, encompassing SQL Server, Active Directory Federation Services, Team Foundation Server, Internet Information Services, and SharePoint.
• Maintain a solid understanding of network protocols, port configurations, firewall rules, and security methodologies relevant to enterprise IT environments.
• Experience with monitoring tools and alerting systems to proactively identify performance degradation and service disruptions.
• Familiarity with IT service management frameworks and incident management processes is strongly preferred.
• Commitment to adhering to corporate security policies, compliance standards, and data protection regulations in all operational activities.
• Ability to manage multiple high-priority assignments simultaneously while maintaining attention to detail and accuracy.
• Willingness to work extended hours and shift schedules when required to meet service level objectives and support global operations.
• Effective written and verbal communication skills necessary to interact with technical and non-technical audiences at all organizational levels.

Practical notes

This is a 100% on-site position (Monday through Friday).

Full-time employment.

Hours, travel, visa, or deadlines are defined by SOURCE text where applicable.

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