What are the responsibilities and job description for the Lead, Managed IT Services / System Administrator position at StratusComm - Managed IT Services?
Position: Lead, Managed IT Services / System Administrator
Department: Information Technology
Location: Cary, IL
Reports To: CEO / Managing Director
Type Work: Full-time (In-person)
Position Summary: As a Managed Service Provider, the leadership role is responsible for working with clients, mentoring technicians, and providing hands-on IT support for all StratusComm accounts. This role will receive mentorship on business process development. Expect to lead the organization's day-to-day activity while providing a high level of quality and supporting its growth.
Job Responsibilities:
● Microsoft Windows Server, Active Directory, Hyper V, Azure
● Microsoft Mobile Management (Intune)
● Strong Customer Service, strong communication skills, and ability to document well
● Linux Server administration experience
● Design and implementation of network architecture
● Troubleshoot standard information technology issues using knowledge base and experiences.
● Provide support to our clients that meet the service level agreements (SLA) by monitoring all support ticket queues for SLA’s “Time to Close” and “Time to React” on incidents and changes. We also measure all relevant KPIs associated with the StratusComm agreement with client support service.
● Physical onsite visits to clients
● Propose the installation procedures for the local client hardware and software and follow the guidelines.
● Respond to service desk tickets promptly and provide end-user service support as needed (ownership of the ticket until closure)
● Document procedures and troubleshooting information in our knowledge base/service catalog.
● Work closely with clients and other technicians to obtain information, provide support, provide technical advice, and collaborate on issues and approaches to network issues and projects.
● Proactive monitoring of systems and services.
● Represent the core values of StratusComm.
● Be the main and escalation point of contact for clients.
Qualifications / Requirements
● 7 years of experience working in IT, with at least 3 years in IT operations (Server, Network, AD, etc.), and at least 1 year leading a team of technicians.
● Excellent customer service skills
● Excellent communicator (oral and written)
● Strong planning and organization skills
● A strong sense of urgency, commitment to results, and the ability to be cooperative and flexible.
● Strong interpersonal skills
● Ability to do day-to-day activities with a desire to learn.
● Excellent knowledge of Personal Computers, Mobile Devices, Printers, and Thin Clients.
● Strong Knowledge of Network Protocol: TCP/IP, DNS, DHCP, SSL, and Other
● Good troubleshooting skills
● Ability to work in a group and mentor newer technicians.
● Proactive, ask questions, soft skills.