Job description

About Index Engines: Index Engines is the world’s leading AI powered analytics engine to detect data corruption due to ransomware. The company’s CyberSense® product empowers organizations to detect ransomware and data corruption and facilitate rapid recovery from attacks. CyberSense is the last line of defense for thousands of organizations worldwide. Position Summary: The IT Systems Administrator will be instrumental in ensuring the stability, security, and performance of Index Engines' IT infrastructure. This role encompasses comprehensive technical support, system maintenance, and proactive network management for both on-premise and remote environments. The ideal candidate will be a versatile problem-solver with strong technical skills, excellent customer service abilities, and the capacity to collaborate across departments in a dynamic environment. Key Responsibilities: • Technical Support & Incident Management: • Act as the primary contact for all IT support requests, troubleshooting and resolving issues across hardware, software, and networks for local and remote employees. • Track and manage support tickets via a ticketing system, ensuring thorough documentation and effective resolution. • Collaboration & Cross-Departmental Support: • Collaborate with all internal departments to provide technical support and ensure smooth IT operations across all teams. • Participate in project-based initiatives, contributing technical expertise for network upgrades, security enhancements, and infrastructure scalability. • Engage in continuous performance evaluation, diagnosing issues, and implementing solutions to achieve agreed Service Level Requirements (SLR). • Documentation & Process Optimization: • Support the development, organization, and updating of IT documentation, including procedural guides and system configurations, to facilitate seamless knowledge transfer and maintain compliance. • Participate in automation initiatives to streamline workflows and enhance operational efficiency within the IT department. • Hardware Management & Deployment: • Handle new hardware installations, repairs, and warranty processing, keeping an organized inventory for efficient asset management. • Support installation and configuration of IT hardware and software, ensuring all equipment aligns with organizational standards. • Advanced System Administration: • Administer and support a hybrid environment of Mac OS, Windows, and Linux operating systems, including routine maintenance and updates. • Oversee Azure/Entra/O365 and VMware environments, managing configurations, permissions, and advanced troubleshooting. • Manage system security and user access across servers, storage solutions, and applications, maintaining adherence to company security protocols. • Network & Security Management: • Configure and secure network infrastructure, including VPN, LAN, WAN, and wireless systems, with a focus on firewall configurations (SonicWall, Palo Alto). • Monitor network performance and enforce security protocols, ensuring compliance with best practices for threat prevention and data protection. Qualifications and Skills: • Customer Service & Communication: • Excellent written and verbal communication skills, able to articulate technical information to users with varying levels of technical expertise. • Commitment to exemplary customer service, with the ability to set realistic expectations and deliver high-quality results. • Ability to work collaboratively across diverse teams and communicate with colleagues at all organizational levels. • Problem-Solving & Adaptability: • Organized and proactive, with a capacity to manage multiple responsibilities and meet project deadlines independently. • Demonstrated ability to manage and prioritize multiple tasks effectively, with strong organizational and problem-solving skills. • Technical Expertise: • Advanced knowledge of Microsoft Systems Azure, Entra, O(M)365, MacOS, iOS, Android, Windows, Linux, and VMware/VCENTER virtualization. • Strong proficiency in network principles, including VPNs, LAN, WAN, wireless technologies, firewall configurations and network protocols (TCP/IP). • Advanced networking concepts, including switching, routing, and wireless solutions. • Fundamental knowledge of SAN and storage technologies. • Proficient in ticketing systems, RMM tools, and workflow management with adherence to IT best practices. On-Call Support: • Participate in rotating on-call schedules to provide support during holidays, weekends, and other critical times. Special Requirements: • Travel may be required to support remote sites or company events. Physical & Work Environment Requirements: • Must be able to lift up to 50 pounds, climb ladders, and traverse buildings to transport equipment as needed. • Comfortable working in a hybrid office environment, adaptable to both in-office and remote settings. Disclaimer: • This job description reflects the core responsibilities and requirements of the IT Systems Administrator role and is not exhaustive. Additional duties and responsibilities may be assigned as needed to support the organization’s dynamic IT needs. Preferred Education and Certifications: • Certifications (Preferred): • Microsoft (Azure, Office 365, Entra). • Network vendor certifications. • VMware, VSphere, VCentral • Education: Associate’s degree in Information Technology or related field, or equivalent professional experience. • Prior experience in Managed Services Providers (MSP) with proactive support experience is highly valued. What We Value • Agility and responsiveness to critical production issues. • Meticulous attention to detail and a passion for user experience. • Collaboration and clear communication under tight timelines. • Humility and willingness to learn from incidents. Why Join Us? • Work on impactful interfaces for enterprise-grade cybersecurity tools. • Join a supportive, cross-functional team focused on quality and reliability. • Competitive compensation, benefits, and growth opportunities.

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