Systems Administrator and Service Technician

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Overview

The Systems Administrator & Service Technician is responsible for delivering exceptional technical solutions to our clients as well as providing technical leadership with internal and external stakeholders. The Systems Administrator & Service Technician will support and maintain networks, servers, workstations, and applications at client locations and work closely with internal staff and clients in the proactive maintenance, repair, and deployment of endpoints. The Systems Administrator will, when fulfilling Service Technician duties, provide support using both remote connectivity to client systems and onsite at client locations. Systems Administration duties are also required to support the internal SNS network and technology stack platforms.

Duties / Responsibilities

• Provide telephone and email-based support in response to basic customer questions.
• Identify, research, troubleshoot, and resolve hardware, networking, and software problems.
• Coordinate with other SNS team members, clients, and vendors to support new or existing technology solutions.
• Carry out preventive health checks on clients' computing environments.
• Maintain client hardware and software solutions that include patching and / or upgrades.
• Installation of network equipment.
• Proactively review and resolve network, system, and performance issues.
• Make use of documentation, online reference information, and ticket history in solving technical problems.
• Provide effective and efficient remote and in-person customer support in diagnosing, troubleshooting, and solving computer hardware, software, and network issues.
• Become a subject matter expert in all Managed Service Provider software solutions. Utilize all Managed Service Provider software utilities to respond to tickets and provide solutions for the client environment.
• Perform hardware setup and validation, ensuring new system builds are completed according to standard build guidelines.
• Access and manage customer data securely during procedures, safeguarding data at all times and maintaining confidentiality.
• Onsite dispatch to client location when necessary to assist the SNS team.
• Continuously learn and share information with the team. Implement improvements to help the team be effective and efficient.
• Assist in the delivery of client technology training.
• Keep documentation up to date. Make use of existing documentation, online reference information, and ticket history in solving technical problems.
• Evaluates and improves current risk posture of business and technology compliance and regulatory controls.
• Collaborates with management and staff to collect, review, and analyze data related to current institutional policies, business practices and procedures, network infrastructure, IT system configurations and physical security as it all relates to multiple compliance requirements.
• Collaborates with management to respond to client inquiries properly and accurately in a timely fashion.
• Facilitates knowledge sharing across departments to ensure collaborative and supportive transitions across roles when necessary.
• Participate in on call rotation for weekend and after-hours support.
• Other duties as assigned.

Leadership Responsibilities

Skills, Abilities, Education And Experience

Physical Requirements

Job Structure

This role is performed onsite during business hours in our Bluffton office. This role requires work outside of normal business hours, on call after hours and weekends. Candidates must have reliable transportation and a clean driving record.

Job Description Disclaimer

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with this position. While it is intended to accurately reflect the position activities and requirements, SNS Technologies reserves the right to modify, add or remove duties and assign other duties as necessary.

Equal Opportunity Employer Statement

SNS Technologies values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.

Accommodation Statement

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act (ADA), must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

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