*Windows Administrator - Tier II
| Department: |
Operations Center |
Job Location: |
Kansas City, MO |
| Position Type: |
Skilled - Non-Managerial |
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| | |
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We are looking for a Tier II – Windows Administrator who will be a key element within the Layered Tech support infrastructure and is expected to provide a high level of technical support to our customers over the phone and via support tickets. The Tier II – Windows Administrator applies creative problem-solving techniques to identify the source of problems; as well as keeping the customer aware of every step along the way via the ticketing system. A Tier II – Windows Administrator is expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution.
Job Responsibilities
- Interact with customers via ticketing system and telephone
- Deliver superior enterprise level client service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
- Ensure timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
- Through review and approval, ensure methodical and successful execution of client change requests
- Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance
- Maintain and improve client loyalty and satisfaction scores
Partner with the Account and Sales team and aid in the regular Service Reviews. Work with the Account team to build a strong client relationship and grow revenue
Job Requirements
- Identify, resolve, and/or escalate hosting issues according to procedural documentation and training
- Creative problem-solving to identify the source of problems
- Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of client environments
- Through client consultation, realize growth opportunities for production client environments.
- Provide guidance to adjacent support tiers to assist in resolution of complex network, system and security incidents
- Provide and obtain timely updates to/from relevant parties (internal and external)
- Execute strong Problem Management to reduce re-occurring incidents
- Provide consultative assistance to the Operations Center during off hours as needed
- Review system and network configurations with Implementations to ensure successful implementation of services into production
- Perform incident trend analysis to promote a stable solution within the environment.
Other duties as assigned
Critical Skills
- 4+ years Windows Systems Administrator experience including:
- Active Directory
- Advanced IIS Configuration and Troubleshooting
- Exchange ( 2007 and 2010)
- Windows Server Operating Systems (2003, 2008. 2012)
- Microsoft Windows & SQL 2003/2008/2012 Clusters
- Experience supporting highly complex applications with multiple dependencies
- Excellent scripting and automation skills (SNMP, PowerShell, XML, etc.)
- Strong VMware knowledge
- Strong working knowledge of TCP/IP, DHCP, DNS, and SSL
- Willingness to work occasional evenings and weekends
- Experience with a wide variety of Industry Standard Servers (ISS) including HP, Dell, or IBM
- Excellent troubleshooting & problem solving skills
- Exceptional interpersonal skills (written and oral) and ability to establish and maintain cooperative and harmonious working relationships with a variety people
Technical certifications in areas of expertise (MCSE/MCSA/MCP/MCITP, MCTS)
Education / Experience
- Bachelor’s Degree or equivalent education in related fields/or 5 years’ experience in related field
- 5+ years’ experience working in IT Service Provider industry at enterprise level
- ITIL Foundation Training / Certification (Certification required for management roles)
Current/Active Certification or previous network and systems experience or associated fields
