System Administrator I

About the Role
As a System Administrator I, you will play a key role in delivering reliable, high-quality IT support to clients in a remote-first environment. You will troubleshoot and resolve a wide range of technical issues across operating systems, servers, business applications, cloud services, and network infrastructure. Working closely with technical teams, you will help maintain secure, stable, and efficient IT environments while ensuring an excellent client experience. You will also support Microsoft 365 administration, virtualization technologies, and endpoint security, contributing to the smooth operation of client systems. This role offers the opportunity to strengthen your technical expertise, take ownership of complex support requests, and assist other technicians with troubleshooting and escalations. Join a collaborative, service-oriented team that values continuous learning, accountability, and professional development.

Accountabilities

• Provide technical support and troubleshooting: Independently diagnose and resolve workstation operating system issues across Windows and macOS, printer problems, standard business applications, and other common technical challenges.
• Manage server environments: Troubleshoot and maintain server infrastructure running Windows Server 2016 through 2025, helping ensure system availability, reliability, and performance.
• Administer Microsoft 365 and cloud services: Resolve Microsoft 365 administration issues and support Microsoft Entra ID, Azure environments, Active Directory, and related identity and access management services.
• Support virtualization technologies: Maintain and troubleshoot virtualized environments using VMware and Hyper-V to support stable and efficient IT operations.
• Resolve application issues: Provide support for standard office software and line-of-business applications, including Sage ERP and QuickBooks, coordinating with software vendors when specialized assistance is required.
• Maintain network connectivity: Troubleshoot basic and intermediate networking issues involving firewalls, switches, network architecture, and connectivity.
• Protect systems and data: Support backup software, endpoint cybersecurity solutions, mobile devices, and other tools that help maintain secure and resilient client environments.
• Assist and guide technical teams: Act as an escalation point for technicians, sharing technical knowledge and helping resolve issues that require additional expertise.
• Deliver excellent client service: Maintain clear, professional communication, document technical work accurately, and contribute to customer satisfaction and service quality.
• Meet service performance targets: Monitor and improve key performance indicators, including customer satisfaction (CSAT), quality scores, utilization, average time per ticket, and first-touch resolution.
• Provide scheduled on-call support: Participate in a rotation to deliver after-hours and weekend technical support for onsite and remote operations.
• Maintain professional readiness: Complete required training and certifications, follow established procedures, and contribute to a collaborative, client-focused team culture.

Requirements

• Relevant IT experience: At least three years of professional experience in IT support, systems administration, or a related technical role.
• Operating system expertise: Hands-on experience troubleshooting and supporting both Windows and macOS environments.
• Windows Server administration: Practical experience supporting Windows Server versions 2016 through 2025, including common server administration and troubleshooting tasks.
• Virtualization knowledge: Experience managing and troubleshooting VMware and Hyper-V virtualization environments.
• Cloud and identity administration: Experience supporting Microsoft Azure and proficiency with the Microsoft Entra admin center, alongside knowledge of Active Directory and Microsoft 365.
• Networking fundamentals: Working knowledge of firewalls, switches, network architecture, connectivity, and network troubleshooting.
• Business application support: Proficiency in supporting Microsoft Office applications, backup solutions, endpoint security tools, mobile devices, and a variety of business applications.
• Managed service provider experience: Previous experience working for a managed service provider (MSP) is highly desirable.
• Professional certifications: Active server-related certifications are preferred.
• Communication and customer service: Excellent written and spoken English, strong problem-solving abilities, attention to detail, and a customer-first mindset.
• Collaboration and accountability: Ability to work independently, manage competing priorities, support colleagues, and align with a values-driven, team-oriented work culture.
• Availability: Ability to work full-time, 40 hours per week, Monday through Friday, from 8:30 a.m. to 5:30 p.m. Eastern Time, and participate in scheduled on-call rotations.
• Technical home office: A reliable remote-work setup that meets the following requirements:
  • A computer with at least 8 GB of RAM, running Windows 11 with an Intel i5/i7 processor (8th generation or newer), an AMD Ryzen 5/7 processor (2000 series or newer), or macOS 12 or newer.
  • A stable internet connection with minimum download and upload speeds of 25 Mbps.
  • A quality headset with noise cancellation.
  • A smartphone capable of installing Microsoft Authenticator.
  • An HD webcam for video meetings.
  • A second monitor.
  • An uninterruptible power supply (UPS) if using a desktop computer; this is not required for laptop users.
• Assessment and documentation: Ability to pass online behavioral and cognitive assessments and provide any required employment documentation applicable to the hiring location.

Benefits

• Competitive hourly compensation: Starting at $8.44 USD per hour, with the rate varying according to experience and location.
• Healthcare coverage: Comprehensive health plans or health maintenance organization (HMO) coverage for employees and eligible dependents.
• Life insurance: Coverage to provide additional financial protection.
• Flexible benefits reimbursement: Support for eligible dental, vision, mental health, wellness, and government contribution expenses.
• Paid time off: Starting allowance of 15 days per year.
• Parental leave: Maternity and paternity leave benefits.
• Paid US holidays: Paid time off for designated US holidays.
• Night shift bonus: Additional compensation for eligible night-shift work.
• Financial support programs: Access to salary advancement and employee loan options.
• Health and wellness initiatives: Programs designed to support physical and mental well-being.
• Professional development: Company-funded training and certification opportunities to strengthen technical skills and support career progression.
• Remote work: The opportunity to work remotely while supporting diverse clients and technical environments.