What are the responsibilities and job description for the System Administrator position at Digital Guidance?
Position Overview
A versatile System Administrator to support both our managed service clients and break-fix customers. This role requires the ability to balance proactive maintenance for MSP clients while handling on-demand support for break-fix customers.
Core Responsibilities
1. Client System Management (35% of time)
- Monitor and maintain MSP client systems for performance, security, and uptime
- Perform regular system updates and patches via MDM for managed clients
- Resolve system alerts and tickets promptly
- Conduct monthly network equipment updates and backups for MSP clients
- Manage and validate backup processes for managed clients
2. Technical Support (40% of time)
- Provide remote and on-site troubleshooting for all clients
- Scheduled maintenance for MSP clients
- On-demand support for break-fix customers
- Manage support tickets, ensuring clear documentation and client communication
- Participate in rotating on-call schedule (one week every six weeks)
- Prioritize between scheduled MSP work and break-fix emergencies
3. Security & Compliance (15% of time)
- Deploy and manage security solutions for MSP clients
- Provide security recommendations for break-fix customers
- Ensure SentinelOne deployment across managed client devices
- Manage user accounts and access controls
4. Documentation & Process Improvement (10% of time)
- Maintain accurate system documentation in ITglue
- Detailed documentation for MSP clients
- Basic documentation for break-fix customers
- Manage software licensing and vendor information
- Stay current with industry trends and technologies
Additional Responsibilities
- Assist with project planning and execution
- Identify opportunities to convert break-fix customers to managed services
- Provide accurate time tracking for break-fix billing
Qualifications
- Strong troubleshooting skills across various technologies
- Ability to quickly adapt to different client environments
- Excellent time management and prioritization skills
- Professional customer service demeanor
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