Job description

About Us We are a dynamic IT services company in Austin, TX, delivering top-tier hosting, managed services, VCIO, and helpdesk support to our clients. Our team thrives in a collaborative, innovative environment where continuous learning and professional growth are priorities. With a supportive culture filled with humor, gaming discussions, and team camaraderie, we work hard to exceed client expectations while enjoying the journey. About the Job: Level 2 IT Technician / System Administrator (Austin, TX) - $75K-$85K (Competitive, Negotiable Based on Experience) We offer a competitive salary reflecting your expertise, along with opportunities for growth in a dynamic IT environment. Join our Austin-based team in the heart of Texas’ tech hub, where you’ll collaborate with top IT professionals and contribute to innovative solutions for our clients. The System Administrator II position plays a direct role in the quality of service our company provides. Our System Administrator II handles 80% of the technical issues submitted to our Help Desk. This requires a strong technical skillset, great customer service, solid communication skills, and the desire to continue to expand one’s knowledge of technology. These skills will be used in a fast-paced, fun, team-oriented, and customer service-minded environment. Benefits and Perks • Comprehensive health, dental, and vision insurance • 401(k) with company match • Generous PTO and paid holidays • Life and AD&D About the Job Duties and Responsibilities: · Provide support for complex troubleshooting for workstations, servers, and network-related issues, including but not limited to operating system functionality, software installation and troubleshooting, VoIP configuration, email configuration and support, mobile device management, disaster recovery, virus/malware detection and removal. · Perform systems administration for Windows Servers, Exchange Servers/ Office 365, and Desktop operating systems across multiple customers. · Monitor and troubleshoot client backups (ShadowProtect SPX) · Automate tasks using PowerShell scripting to enhance efficiency · Monitor ConnectWise Automate for remote management · Workstation and peripheral diagnostics and support · Escalate customer issues through the proper channels · Manage tickets according to severity and priorities · Maintain client security levels and confidentiality of information · Clearly document support issues and all steps performed in the ConnectWise ticketing system · Monitor trends from client tickets to isolate possible chronic issues with software, workstation, server, or network infrastructure that indicate failing hardware or software corruption · Update and maintain client passwords, software support and installation, network equipment changes, and server changes whenever possible · Provide technical guidance to Level I by assisting with customer issues and providing training · Update service and project tickets and communicate with clients daily or as required until an issue is closed · Be held accountable for measurable objectives, including ticket touches, ticket closures, and time to resolve · Take client calls to resolve help desk issues · Cultivate working relationships with client point of contacts and user base · Participate in a rotating on-call schedule for after-hours and weekend support · Any other job duties assigned by management from time to time not specifically listed here Qualifications (Education, Experience, and Certifications): Required: • 4+ years of experience in a technical helpdesk or network administration role supporting a large customer base • 4+ years of experience troubleshooting software and hardware on laptops, desktops, servers, and network equipment • Strong knowledge of Windows Server, Active Directory, and LAN networking protocols (DNS, DHCP, IP, SMTP, etc.) Preferred: • Microsoft Certified: Azure Administrator Associate, CompTIA Network+, or Security+ • Bachelor’s degree in IT or related field (or equivalent experience) • Experience with ConnectWise Manage/Automate, VMware, or StorageCraft SPX Knowledge, Skills, and Abilities: · Highly customer-focused with the ability to provide excellent customer service and professionalism · Excellent written and verbal communication skills · Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment · Must be dependable and able to work both individually and in a team environment. · Must possess a strong sense of ownership of client relationships · Positively represent the company to clients and provide empathetic and friendly customer service at all times · Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server) · Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication · Possesses the ability to work in a fast-paced and challenging environment, troubleshooting. · Possesses excellent time management and organizational skills to manage the case load of old and new cases in the Tier II Administrators' individual case queue · Ability to quickly and accurately analyze root cause and solution for client-reported workstation, server, or network-related issues within several minutes to a couple of hours · Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions, and remote connectivity · Must be able to act and display a sense of urgency as appropriate · Microsoft Office 365 Administration Experience preferred · Working knowledge of common off-the-shelf applications and basic troubleshooting knowledge for those applications · Navigation of common mobile device platforms · ConnectWise Automate (Labtech RMM) and/or ConnectWise Manage (Ticketing) experience preferred · VMware Experience Preferred · StorageCraft SPX Backup experience preferred Job Types: Full-time, Permanent Pay: $75,000.00 - $85,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Vision insurance Experience: • IT support: 4 years (Required) Language: • English (Required) Location: • Austin, TX 78757 (Preferred) Ability to Commute: • Austin, TX 78757 (Required) Ability to Relocate: • Austin, TX 78757: Relocate before starting work (Required) Work Location: In person

Requirements