IT SUPPORT ADMINISTRATOR

JOB TITLE: IT SUPPORT ADMINISTRATOR - SEVEN (7) YEARS’ OR MORE MINIMUM EXPERIENCE REQUIRED

LOCATION: Lake Mary, FL - IN HOUSE POSITION

Kappa Computer Systems (www.KappaServices.com) is a growing Managed Services Provider located in Lake Mary, Florida. We're looking to add ambitious, experienced IT Support Administrators to our team!

As an IT Support Administrator, you will serve as a technical expert and brand ambassador for Kappa and our clients. As we continue to grow, you will have many opportunities to advance your technical skills and develop professionally. We always seek to promote from within, paving ways for employees to advance their careers with an organization that cares about your overall happiness.

POSITION OVERVIEW: 

Kappa is looking for a dynamic and passionate follower of technology! The right candidate must love a challenge and constantly be looking for ways to improve themselves and the companies we work for. They are driven to improve the environment, and they will be expected to contribute to that goal regularly. 

Our ideal candidate shall analyze, implement, maintain and support clients IT environments including IT equipment, servers, PC’s, printers, firewalls and software for a variety of diverse small, medium-sized and enterprise organizations. You will interact with our amazing clients routinely and possess the ability to work happily and promptly under minimal supervision. You should have the ability to adapt to different IT environments quickly, maintain good communication, smile, offer praiseworthy IT support, and attain comprehensive detailed documentation skills. 

Customer service is number one at Kappa Computer Systems, supporting our clients with a happy, can-do attitude is priceless. Building invaluable relationships with our clients and the Kappa team is key to everyone's success.

TYPICAL WORK WEEK:

50% Desktop and application support

25% Network support

20% Server support

5% Meetings

EXPERT KNOWLEDGE WORKING WITH:

• Server, network and desktop/application support- identify root-cause and resolve issues promptly.
• Support services for Microsoft related technologies: Windows Servers, Azure, 365, SharePoint, Active Directory, etc.
• Technical programming, services, and support at the network level: Internet connectivity, printers/copiers, routers, switches, firewalls, and security.
• Management and troubleshooting of on premise and cloud environments.
• Has worked in large, networked environments with more than 100 users/ PCs.
• Firewall support includes but is not limited to: SonicWALL, Meraki, Aruba.
• Proficiently support complex virtual environments with VMWare and Hyper-V.
• Remote access solution implementation and support: VPN, and Terminal Services.
• Anti-Virus and MDR management and support.
• Desktop and application support including line of business application support and hosted application support.
• Create network shares, active directory, group policies, and security permissions.
• Back-up monitoring, testing, and management.
• Produce and maintain detailed technical and training documentation.
• IT Management Principles (work planning, testing, maintenance routines, data integrity, security)
• Deep understanding of network design and how design is used to provide IT services.

YOUR DAY-TO-DAY:

• Handle tier 2 support escalations from the Help Desk. Resolving advanced technical issues. Take ownership and handle the ticket until it is resolved.
• Working on tickets in a professional manner.
• Thoroughly documenting processes.
• Ensure routine preventative maintenance is performed.
• Mentoring your fellow teammates.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages.
• Quick to respond to clients with an understanding approach, demonstrating patience, and a follow up to promptly.
• Monitor, diagnose, troubleshoot, and resolve multiple clients IT support requests remotely and on-site in an apt manner and concludes the call within an equitable amount of time while providing extraordinary service.
• Supports and maintains all hardware and software in the client’s infrastructure.
• Document internal processes and procedures related to duties and responsibilities.
• On-Call Rotations, flexibility to accommodate after-hours and weekend client and team member needs.

HOW YOU WILL SUCCEED:

• Clear communication and active listening.Being a great teammate and eager to help others.
• Ability to work on long term projects and ongoing projects.
• Ability to work in a fun team environment.
• Possesses a drive to ensure clients' success and satisfaction.
• Detail-oriented, self-reliant; with the ability to meet established deadlines.
• Organize and prioritize your time, can prioritize clients in order of most urgent.
• Work with little instruction and work tasks without much supervision.
• Document, document, document your service request details, resolution's, technical notes, passwords, end-user information, and equipment.
• Have a great work ethic (Made a mistake? Own up to it and learn)
• Willingness to get the job done right the first time.
• Can work quickly and move on to the next service/support call in a timely manner.
  

REQUIREMENTS:

• 4-year degree in related field
• Seven (7) years or more minimum experience
• Background check
• Good driving record - Some travel is required
• Flexible occasional nights and after- hours
• On-call Rotations
• MSP specific experience strongly desired

WHAT IS IN IT FOR YOU?!?

• Competitive pay
• Retirement plan with 3% company match
• Health benefits
• Time off and paid holiday benefits
• Enjoy your birthday off
• Mileage reimbursement
• Company outings
• All the office snacks you can eat
• Work/life balance with a focus on a 40-hour workweek
• Technology training and certifications i.e. Dell, SonicWALL & other certifications
• Fun work environment, Kappa is rated "Best Places to Work" 5 years in a row!
  

ADDITIONAL INFORMATION:

• Valid driver’s license and insurance with reliable transportation.  This position will require some in-frequent travel to the other client offices as needed. 
• Applicants selected will be subject to a criminal, employment, and motor vehicle background check.

Salary : $50,000 - $60,000