Remote Systems Administrator I – United States

COMPANY

Acorn Technology Services is a provider of Managed Information Technology Services (“MITS”). We believe that all businesses, regardless of size and industry, are increasingly dependent on information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their success. Acorn Technology Services offers high quality, reasonably priced, dependable IT solutions, thereby allowing its customers to focus on their core competencies.

GENERAL PURPOSE OF THE POSITION

This position is part of the Senior IT and Projects team and is responsible for the escalated server and network support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. This position also provides the Project Management Office (PMO) with technical resources as project needs are determined. This position will report to the Director of Technology.

PRIMARY DUTIES

Provide outstanding service to new and existing customers via telephone and email.

Assist customers in troubleshooting technical problems, and document and respond to customer issues.

Thoroughly document systems and issues on a regular basis via the documentation portal and in ticket notes.

Accurately enter time worked into tickets.

Actively monitor ticket queues, working on tickets, escalating, and delegating as needed.

Administer and provide escalated support for server and network systems.

Accept escalation from Jr System Administrators and provide analysis, diagnosis, and resolution of complex server, desktop, network, and software problems for end users, and recommend and implement corrective solutions including off-site repair for remote users as needed.

Identify, diagnose, research, resolve, triage, and escalate complex technical issues to other senior IT Staff.

Assist Project Managers and Senior IT Staff in the installation and administration of new and existing customer systems.

Take direction from PMO and/or helpdesk management, depending on assigned workload.

Collaborate across departments to ensure delivery of excellent customer service for tickets and work assigned.

Mentor and train Jr System Administrators and frontline Helpdesk Support technicians as needed.

Participation in rotating 24/7 on call schedule following acclimation period.

EXPECTED KNOWLEDGE, SKILLS AND ABILITIES

Expert technical and troubleshooting knowledge of desktops and applications.

Proficiency and experience with networking configurations, including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.

Extensive Windows and/or Macintosh OS experience, both as a user and as a technician.

Intermediate technical knowledge and experience with Windows Server domain infrastructure, including but not limited to: Active Directory, DNS, DHCP, GPO, RDS, DFS, File Sharing, NTFS Permissions, Printers, Exchange Server, and DAG.

Proficient in the support and maintenance of virtualization technologies. VMWare vSphere, vCenter, and ESXi desirable.

Experience remotely supporting/troubleshooting Microsoft 365, mobiles devices, computer peripherals, enterprise-level networking and power management equipment, NAS and SAN devices, VPNs, VoIP systems and phones, and AV systems.

Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.

Experience using Remote Monitoring and Management tools and applications.

Experience in the following applications and systems a plus: Datto RMM/Autotask, ITGlue, Nagios, PagerDuty, enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare, XenServer, Sonicwall, Fortinet, PaloAlto, Cisco, Aruba/HPE, JDIC, and SCADA.

Ability to quickly assess situations and escalate issue to higher level technician when necessary.

Ability to work independently and as a team is critical.

Ability to dive into complex and unknown issues and find the root cause of a problem.

Highly motivated with the ability to stay focused in a fast-paced environment, working independently.

Professional telephone and written communication skills required. Service-driven personality with strong customer service skills. Excellent critical thinking and analytical problem-solving skills.

Able to resolve problems, examine opportunities for process improvements, and formulate an implementation approach.

Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.

Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).

REQUIREMENTS

High school diploma or equivalent required. College coursework or technical training is a plus. Bachelor’s in related IT field preferred.

2-3 years of Windows server administration experience required.

1-2 years of Network administration experience that includes router, firewall, and switch configuration required.

2-4 years working fulltime in an IT helpdesk or IT call center environment required.

Previous MSP experience highly preferred.

Will be required to take and pass a Live Scan.

OPENINGS

Full-time positions available now, with opportunities for advancement. Will require working evenings and weekends, as well as participation in rotating on-call schedule after training and acclimation to the position. Open until filled. Applicants subject to background checks.

COMPENSATION

$24-33/hour, depending on experience. Plus benefits.

CONTACT INFORMATION

Principals only. Recruiters, please don't contact this job poster. E-mail resumes to careers@acorntechservices.complease attach to the email as a PDF or a MS Word document; links are not acceptable. Please reference tracking code 4806038 in your email communication; failure to do so will result in your application not being processed.