Systems Administrator

Overview

At TurnPoint a leading Managed Service Provider (MSP) we are pioneering innovative technical solutions that are transforming the ways businessesoperate. We are looking for an energetic detail-oriented and dedicated System Administrator to join our dynamic team and help us push the boundaries ofwhatspossible.

In this unique and rewarding role you will drive the successful delivery of advanced technical projects from robust desktop support to the design and implementation of infrastructure within Office 365 and Azure. Everydaywill offer new challenges as you navigate complex projects managing both your own tasks and those of your team members.

Your technicalexpertisewill be crucial in providing top-tier support for our diverse clients ensuring smooth project progression and escalating technical issues when necessary. You will have the autonomy to solve complex problems while also collaborating closely with our team to deliver world-class solutions.

At the same time you will be a steward of efficiencymonitoringyour workflow to ensure tasks are moving forward and contributing to the growth of our internal documentation. Your efforts will be instrumental in continuously improving our service quality and in driving the success of our clients.

This is a remote position

• Job Title:System Administrator

• Shift Timings:8 AM to 5 PM Pacific Time (U.S).

• Location:Fully Remote

Required Infrastructure:This is a work from homeroleand we require employees to have the following(at their expense)

• Home (fixed) internet with anuploadspeed of at least 20Mbps

• Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or thepreviousversion of Android (versions Android 15 and 16at this time).

• A mobile data plan with voice text and dataand hotspot functionality (as a backup to your fixed broadband).

Desired Qualifications

Experience Required

• Excellent communication and interpersonal skills (verbal and written)

• Strong analytical and problem-solving abilities.

• Proven work experience as a System Administrator(this is not a role for freshers)

• Experience with administering (more than just tier 1 troubleshooting):

• Microsoft 365

• Windows 10/11

• Windows Server 2022

• Physical and virtual networks

• Familiarity with networking concepts and protocols (TCP/IP DNS DHCP VPN etc.).

• Experience with Active Directory administration group policies and domain services.

• Knowledge of backup and disaster recovery strategies and tools.

Additionaltechnologies we work with (bonus points if you have experience with them):

• Microsoft Azure

• Microsoft Intune

• Microsoft 365 Defender

• WindowsAutoPilot

• Microsoft 365 Copilot

Key Responsibilities

• Technical: 90%

• Leadership: 8%

• Special Requirements: 2%

Technical Responsibilities: 90%

• Act asa liaisonbetween clients and technical staff coaching junior resources and intervening when necessary.

• Perform daily client work (at the level expected of your role; tier 1 client work) remotely.

• Adhere to existing processes including change management.

• Function as client interface on phones and ticket thread intake including:

• Provide remote support Monday Friday 8 AM-5 PM PT and periodic after-hourswork asrequired.

• Note:During theinitial60-90-day training period the schedule is 8AM-5PM PT

• Perform tech tasks as self-assigned and assigned by tech managers.

• Proactivelyidentify prioritise diagnose troubleshootissuesand deliveraccuratetech work.

• Walk clients through the problem-solving process in plain language terms on their tech level.

• Createreviewandmaintaintasks owned by self for support of client projects.

• Maintain awareness of current work and status managing tasksthrough tosuccessful closure.

• Createtasksto contribute to client onsite visits and related meetings.

• Ensure proper recording documentation and closure of all client inquiries using online tools.

• Effectivelyutilizeonline tools:ZenDesk AsanaAirtable OneNote and other tools asrequired.

• Monitor and update all assigned tickets on a daily basis.

• Record and document tech processes to contribute to TurnPoint Tech Manual.

• Be an escalation resource for more junior technicians while encouraging them to follow our formal escalation procedure.

• Administer andmaintainexisting infrastructure for clients including (but not limited to) servers networks (both physical and virtual) DNS updates and hybrid Active Directory.

• Partner with Engineers in the implementation of technical solutions.

• Conduct security audits and implement necessary measures to protect the organizations systems and data.

• Participate in planning deploying and upgrading hardware and software systems.

• Create andmaintaindocumentation including system configurations procedures and troubleshooting guides.

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.

• Emphasise quality continuousimprovementand high performance.

• Enact and champion company policies.

• Trackroute and redirect issues to the correct resources and internal team for support.

• Balance support ticket threads taskexecutionand project work fortimelycompletion.

• Escalate unresolved client queries to the next level of support properly andin a timely manner.

• Adhere to workflow best practices: attention to detailthoroughnessand follow-through.

• Train andmentorthe tech team.

Special Position Requirements: 2%

• Obtain andmaintaintechnical certifications as required.

• Other duties as assigned.

Summary

At TurnPointyoullbe part of a team that values collaboration innovation and diverse perspectives. We believe in continuous learning andinvestin the growth of our employees including continuous growth and professional development.

Salary Range

Competitive salarycommensuratewith experience. The salary range for this role is up to40LPA.

Equal Opportunity

TurnPoint is proud to be an equal opportunity celebrate diversity and are committed to creating an inclusive environment for all encourage applications from individuals of all backgrounds and experiences.

What to Expect in Our Hiring Process:

As part of our recruitment process shortlisted candidates will be invited to complete aone-way video interview. This format allows you to record answers to a few pre-set questions at your convenience using your phone or computer. This step enables us to understand you beyond your resume and is therefore a vital part of our selection detailed instructions and a link to complete this process. No live interaction isrequired and you can complete it within the given deadline.

Ifyoureunfamiliar with one-way interviewsdontworry -wellguide you through it:4

Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk you to miss any important communication from us especially during this key step in the process.