Ciracom

Job Summary -- This Position is based in the DMV and is REMOTE

The Systems Administrator (Level 2) is responsible for ensuring service and support are provided to customers at contracted service levels. This position will respond to Help Desk support requests and collaborate with others to ensure that cloud computing solutions meet the needs of our customers.

Level 2 Support handles more complex technical issues that require a deeper level of technical expertise than Level 1. Level 2 technicians are typically experienced and knowledgeable in diagnosing and resolving problems that involve system configurations, deeper troubleshooting and specialized technical tasks.

To excel in this role, you should have excellent troubleshooting skills, attention to detail and experience supporting a multi-customer environment. Having strong communication skills is also essential as you will be interacting with customers and end-users at all levels.

Duties & Responsibilities

Provide technical support and troubleshooting for end-users, including hardware, software, and network-related issues.

Install, configure, and maintain computer systems and peripherals.

Administer user accounts and permissions in Microsoft 365, Active Directory, Intune and other systems.

Monitor system performance and ensure optimal operation of all IT systems, including backups, remote monitoring and management and security.

Manage server backups and patching cycles.

Monitor server performance and implement proactive measures to ensure uptime.

Collaborate with cross-functional teams to implement IT projects and initiatives.

Investigate and resolve escalated issues that could not be resolved by Level 1 support.

Collaborate with Level 3 or external vendors for specialized support when necessary.

Develop and maintain documentation for IT processes, procedures and configurations.

Assist in the management and rollout of new applications, and their integrations, including product enhancement and product upgrades.

Travel onsite to provide support as needed (e.g. for project implementation or if remote remediation is ineffective).

Enter time and expenses in ConnectWise as they occur.

Proactively identify areas of improvement.

Perform other duties as assigned.

Knowledge and Experience

Experience within a multi-customer environment providing end-user support and IT solutions.

Experience with a ticket management system—such as ConnectWise, Kaseya or Ninja RMM—for organizing, tracking and resolving service requests within a Help Desk support environment.

Familiarity with IT infrastructure components such as switches, routers and firewalls.

Familiarity with cloud-based services such as Azure and Intune.

Knowledge of Microsoft 365 licensing, services and management.

Experience and knowledge in diagnosing and resolving problems that require Level 2 support, including system configurations, deeper troubleshooting and specialized technical tasks.

Ability to multi-task and adapt to changes quickly.

Understanding of network protocols, DNS, DHCP, TCP/IP, and firewalls, preferred.

Familiarity with virtualization technologies (VMware, Hyper-V, etc.), preferred.

Skilled in managing server backups, patching cycles, and disaster recovery planning, preferred.

Proven experience in server installation, configuration, and maintenance, preferred.

Skills

Passionate about technologies and the impact of IT for our customers.

Excellent troubleshooting and analytical skills.

Excellent ticket management and organizational skills.

Knowledge and Experience:

Experience within a multi-customer environment providing end-user support and IT solutions.

Experience with a ticket management system—such as ConnectWise, Kaseya or Ninja RMM—for organizing, tracking and resolving service requests within a Help Desk support environment.

Familiarity with IT infrastructure components such as switches, routers and firewalls.

Familiarity with cloud-based services such as Azure and Intune.

Knowledge of Microsoft 365 licensing, services and management.

Knowledge of IT security principles and the ability to apply them in a customer environment.

Experience and knowledge in diagnosing and resolving problems that require Level 2 support, including system configurations, deeper troubleshooting and specialized technical tasks.

Ability to multi-task and adapt to changes quickly.

Understanding of network protocols, DNS, DHCP, TCP/IP, and firewalls, preferred.

Familiarity with virtualization technologies (VMware, Hyper-V, etc.), preferred.

Skilled in managing server backups, patching cycles, and disaster recovery planning, preferred.

Proven experience in server installation, configuration, and maintenance, preferred.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience:

• ten: 7 years (Required)

Location:

• Washington, DC 20008 (Required)

Security clearance:

• Confidential (Preferred)

Ability to Commute:

• Washington, DC 20008 (Required)

Ability to Relocate:

• Washington, DC 20008: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Washington, DC 20008