Systems Administrator

This position is responsible for providing complex technical support related to computers systems, hardware, or software. This position will be the enhanced escalated response resource for Consys clients and will perform final analysis and troubleshooting to rectify problems and, if necessary, provide recommendations for enhanced products and services to prevent the problem in the future.

Key Accountabilities:

• Perform Root Cause Analysis (RCA) on necessary tickets.

• Creates SOPs for all 3rd party software.

• Manages system escalations working with the I.T Analyst to resolve complex issues to ensure the ticket can be resolved.

• Keep all Third-party applications that we use up to date, within compliance and checking non utilized units to remove additional licenses where possible.

• Manage ScalePad, N-Able RMM, Cove Backup, EDR, LogMeIn, Remote PC, Data Centre, Dark Web, Miradore, Ubiquity, & FortiGate.

• Provide suggestions on new software to improve efficiency.

• Assist with deep dives of managed clients, setting up company profiles.

• Confirm new/amended client agreements with I.T Analyst and Manager of Service and Operations.

• Confirm service hand off, allowing Project Coordinator to provide client with support information.

Specific Job Tasks:

• Assist Helpdesk Service Technicians and Field Support Technicians when they are unable to resolve a ticket to provide resolution on complex issues.

• Provide SOPs as necessary to enhance learning capabilities for Technicians.

• Provide training quarterly for all Technicians and as needed to ensure their competency for managing client request.

• Maintain ownership over ticketing systems, provided data analysis and reports as required.

• Complete Domain Renewals.

• Complete Office 365 license and email setups, edits and deletions.

• Perform Root Cause Analysis techniques and document findings to present to I.T Analyst and Manager of Service and Operations to ensure issues are resolved.

• Other duties as assigned.

Position Expectations:

Must Have:

• Post-secondary education in a related field or equivalent education and work experience.

• 5+ years of desktop experience.

• 5+ years server experience.

• Excellent hardware, software, and network troubleshooting abilities.

• Working knowledge of ConnectWise.

• A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.

• Excellent communications/customer relationship skills.

• Senior level knowledge of desktop operating systems.

• Senior level knowledge of server operating systems.

• Senior level knowledge of Microsoft Office applications.

• knowledge of handling complex networked workstation and server configurations.

• Experience in Routers and Network Switches configurations and troubleshooting.

• Excellent organizational skills.

• An ergonomically designed work from home office space.

• Ability to attend the London office as required.

• Ability to travel to client sites as required.

• Possess a valid Driver's license, clean drivers record and a reliable vehicle.

Nice to have:

• Previous leadership skills.

• Ability to influence without authority.

• Previous sales or customer service experience.

• Previous MSP experience.

To explore our open roles and learn more about possible opportunities please send your resume to careers@consysgroup.com

Consys Group Inc retains the right to alter all content and expectations detailed within this Position Description to meet operational and client needs and to ensure optimal business continuity. Alterations directly impacting an incumbent will be provided in writing in adherence with applicable legislation.