Cloud Systems Administrator

Summary of Responsibility:

Under the direction of the Director of Information Technology, this position will be responsible for providing technical support, diagnosing and troubleshooting problems for our SoNE HEALTH and clients, with a focus on Office 365 Cloud Services. This role requires an understanding of cloud infrastructure, security protocols, and the ability to resolve complex technical issues efficiently, and for escalating as needed. 

Further responsibilities include:

• Provide technical support to clients, troubleshooting and resolving complex cloud-related issues. Assist with the deployment and configuration of cloud solutions.
• Create and maintain comprehensive documentation for cloud infrastructure, configurations, and processes. Ensure that all documentation is up-to-date and accessible.
• Manage and maintain cloud infrastructure, including virtual machines, storage, and networking components in Azure and Office 365 environments. 
• Assist with the deployment, configuration, and management client endpoints through Microsoft Intune.
• Provide training and guidance to end-users on the use of software applications, and best practices. Create and maintain user documentation and knowledge base articles.
• Work closely with other IT team members, including network administrators, system administrators, and application support specialists, to resolve complex technical issues and implement IT projects.
• Maintain a high level of customer service and professionalism when interacting with end-users. Communicate technical information clearly and effectively to non-technical staff.
• Stay up to date with the latest industry trends and technologies. Identify opportunities for improvement and implement best practices to enhance cloud service delivery.

Essential Functions:

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to prioritize and manage several milestones and projects efficiently.
• Ability to work independently and as part of a team.
• Comfortable working in and assisting others through company help desk software, such as Sherpadesk in addition to other remote access desktop programs.
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• Proficiency in troubleshooting hardware, software, and network issues. Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common healthcare applications. 
• Capable of addressing complex problems in cloud environments, particularly Microsoft Azure.
• Maintains Windows desktops, and Office applications, including resolution of issues concerning network connectivity, desktop operating systems, security, and other applications.

Customer Service and Behavioral Competencies

• Highly motivated self-starter, able to work on own initiative with minimum supervision and committed to self-development
• A desire to constantly learn and improve with a proactive approach to service delivery
• Must be well organized and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail
• Excellent communicator with ability to communicate clearly and tactfully with all levels of staff both written and verbally.
• Must be able to work well under pressure and deadlines and handle complex customer situations in a calm manner.
• Enjoys a challenging yet rewarding environment; Ability to manage conflicting priorities in an effective and professional manner.
• Customer service and support oriented attitude with strong written and verbal communication skills with ability to connect will all levels of employees in the organization.
• Ability to maintain an elevated level of confidentiality when dealing with sensitive information while performing job responsibilities.
• The ability to solve IT related issues for users, which includes knowing available tools, the ability to listen, ask questions and work directly with non-technical users to answer questions, diagnose, and resolve issues remotely, via phone, e-mail or in person.
• Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.

Other Functions:

The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position

Qualifications and Competencies:

• Proven experience as a Cloud Systems Administrator or similar role.
• Excellent troubleshooting and problem-solving and analytical skills.

• Strong knowledge of Office 365 and Azure cloud solutions.
• Proficiency in managing and maintaining cloud infrastructure, including virtual machines, storage, and networking components.

• Minimum of 5 years of experience in a helpdesk or technical support role, with at least 3 years focused on Azure Cloud Services. 
• An associate's degree in information technology or technology-related field is preferred.

• Relevant certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert) are a plus.

• Must have current vehicle insurance and a valid driver’s license for travel to client sites as needed.
• The ability to acquire and maintain pertinent certifications
• Occasional after-hours/holiday support as needed to minimize client impact.

PHYSICAL AND MENTAL REQUIREMENTS:

The Physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to maintain a stationary position and move or traverse.
• Ability to transport and/or maneuver objects weighing up to 20 pounds.
• Busy work environment subject to frequent interruptions and shifting potentially conflicting priorities.

ADDITIONAL REQUIREMENTS: 

• As a condition of employment at SoNE Health, all employees must reside in New Hampshire, Rhode Island, Maine, Vermont, Connecticut, or Massachusetts. 
• For the safety and well-being of our employees, all employees are required to be fully vaccinated for influenza 

• If you will be working in a remote or hybrid capacity, we require a stable internet connection. We recommend that you have an internet service provider with speeds of at least 30Mbps download/5Mbps upload. 
• Office-based with occasional travel to client sites as needed.

ADHERENCE TO THE SoNE HEALTH CODE OF CONDUCT:

• Code of Conduct: Employee will understand and follow the guidelines and standards outlined in the SoNE HEALTH Code of Conduct and demonstrate an understanding of the SoNE HEALTH Mission, Vision and Core Values.
• Policies and Procedures: Employee will comply with all SoNE HEALTH policies and procedures relevant to their role, including those related to compliance, safety and confidentiality.
• Regulatory Requirements: Employee will ensure actions and behaviors are in accordance with applicable laws, regulations, professional standards, policies, procedures and the Code of Conduct.