Systems Administrator (Support Level II)

Main Responsibilities

• Identify, diagnose, and resolve level two problems for users of the software and hardware, LAN and WAN, VPN, the Internet, mobile devices, and new computer technology; communicate solutions to end-users.
• Respond to more complex issues (second line support) escalated by the first line support-using problem-solving skills and analysis to identify root causes of issues, determine course of action and propose creative solutions.
• Build rapport and elicit problem details from help desk team.
• Escalate priority support issues to senior staff and/or other corporate technology groups.
• Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently.
• Mentor and train other technicians on more complex and/or critical procedures and items.
• Document, track and monitor problems to ensure timely resolution.
• Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues.
• Promote a very high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems in order to ensure that timely and cost-effective solutions are provided.
• Correct application issues, solve network and security problems and identify common PC software and hardware problems.
• Assign username, password and access right permissions for multiple proprietary applications, as well as client software.
• Endpoint management including creation of 'gold' image leverage Microsoft Endpoint Manager (SCCM) and monitoring of patch status, system baseline configurations, and remediations for noncompliance.
• Microsoft Teams administrator
• Windows Server administration including Active Directory, File Services, PowerShell, Group Policy Objects.
• Identity Management and multifactor authentication.
• Office 365 platform management including Azure AD, Exchange online, SharePoint, OneDrive, Office 365 groups.
• Manage critical desktop security solutions.
• Evaluate, deploy, and manage VDI solutions for key lines of business.
• Maintain endpoint anti-virus & anti-malware solutions.
• Manage anti-phishing solutions.
• Plan, monitor and prepare reports on key systems.
• Perform hardware & software audits.
• Product research and evaluation.
• Day-to-day operational support.

Education & Experience Required

• A Diploma or Degree in a relevant area of study with a preference for Computer Science together with demonstrated operational network-related experience.
• Minimum of 2 years in Information Technology (with a related University Degree) or minimum of 7 years in Information Technology (with a three-year College Diploma).
• Industry certifications such as MCSE, CISSP are a strong asset.


Specialized Knowledge, Skills and Abilities
• System Center Configuration Manager (Microsoft Endpoint Manager) + Intune.
• Office 365 administration including Exchange, Teams, and SharePoint/OneDrive.
• Working technical knowledge of network systems
• Working technical knowledge of current systems software, protocols and standards including Active Directory.
• Identity management using Microsoft Identity Manager and Azure AD Connect.
• Solid understanding of the Windows based endpoints.
• Solid understanding of Microsoft Office products and workstation configurations.
• Solid scripting experience (eg. Powershell)
• Excellent written and oral communication skills.
• Excellent problem-solving skills.
• Strong analytical and troubleshooting skills.
• Strong interpersonal and organizational skills.
• Ability to achieve Secret clearance.
• Must be well organized and able to grasp system concepts and communicate their applications.
• Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
• Ability to manage multiple demands with time related constraints in a fast-paced environment.
• Prioritize and schedule work as necessary to maintain department standards and service level agreements.
• Ability to speak effectively before groups of internal employees, communicate technical information, create and deliver presentations and information sessions to both technical and nontechnical personnel.
• Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems in own area of expertise.
• Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences.
• Linux experience is an asset.

Decision Making & Supervision

• Make decisions and recommendations within established procedures, based on troubleshooting and analysis.
• Manage operating system upgrades.
• Coordination with helpdesk, network/telecom, platform, and security teams.
• Work under minimum supervision.

Working Conditions

• Generally comfortable working conditions with lifting and onsite installations.
• Moderate visual concentration in use of video display terminal.
• Appropriate security clearances required.
• Occasional off-hours support may be required.
• Participation in group pager rotation ('on call').