System Administrator

Tigunia Core Values : To produce results, solve problems with a sense of urgency, treat clients and co-workers with respect, and foster long-term relationships.

Position Description (Abstract) :

This role is part of the managed services group of Tigunia, which handles end user support request, initial triage of issues, client endpoints, network & server patching, monitoring, alerting, related break fix support and remediation for a wide variety of customers ranging from small to enterprise companies.

In this more experienced operations role, one will interface directly with customers and their systems and collaborate with internal teams to complete objectives.

This is an active, hands-on role which relies on problem solving capabilities and self-reliance. Team members in this role will be expected to be able to provide more advanced systems administration and troubleshooting, while acting as a supporting or escalation resource for other team members.

This position requires the ability to prioritize disparate support requests and juggle those requests against some project load.

We expect each of our platform team members to take to heart and embody our core values, while demonstrating these critical attributes :

1. Deliberate in Action; know the expected outcome. Every action should either gain more information for you or solve the problem.

Do not just guess to reboot.

2. Detailed in Triage; know how to unpack an issue so that others can understand, or you can understand it better. (Listing out what is known on an issue / providing good escalation notes when needed or notating the details of a case succinctly)

3. Diligence in Operation; consistency in tasks and upholding standards, including maintenance, patching, client support, and doing it all with a smile.

A systems Administrator should be able to help guide technicians and ensure high quality deliverables for the First Response team.

A systems administrator is a capable experienced technical resource.

Technical Duties :

• Assist other team members with escalated cases or operational issues.
• Maintain / upgrade internal systems.
• Internal & client network and systems diagnostics.
• Responsible for implementing, tuning, and maintaining server environments.
• Actively seek out opportunities to improve existing practices, procedures, and technology implementations.
• Deploy security / bug fixes to VM hosts and perform any other planned maintenance activities on an established cycle.
• Consult with clients regarding their infrastructure and best practices to meet business needs.
• Issue incident, change, and problem cases when necessary for both Infrastructure and customer environments.
• When appropriate, escalate issues quickly and efficiently to solve problems.
• Other tasks as appropriate.

Operational Duties (Recurring Expectations) :

• Implement projects while following Tigunia standards.
• This role will be expected on site Monday-Thursday for part of their shift.
• Provide active feedback and insight if above stated standards should be changed.
• Work with project management to ensure expectations are communicated to clients.
• Aid all members who require it as needed in completing tasks.
• Provide training to all members who require it as needed.
• Continuous learning and development of technical skills.t
• Proper documentation of all work in IT Glue.
• Enter all phone calls or emails into the case management system for each case actioned.
• Enter time for each actioned case or project task daily.
• Respond to owned cases within applicable SLA in accordance with department procedures.
• Follow up on all assigned cases daily (unless in a status indicating a wait).
• Use CRM home dashboard to ensure assigned case and project workload is getting actioned.
• Ensure clients are consistently communicated through cases on a regular basis.
• Availability and responsiveness when participating in an on-call rotation.
• Must work some holidays and have the flexibility to work extra shifts as required by management.
• Perform written and verbal turnover of open issues / upcoming maintenance at the end of each on-call shift.
• Other duties as assigned.

Learning and Skill Objectives :

• Familiarity with all Tigunia tools.
• Familiarity to admin and install from scratch : ADDS, AAD, O365 Exchange, RDS Collections, BC / NAV Instances, MSSQL, IIS.
• MCSA or equivalent (Tentative AZ-104).
• Network+ or equivalent.
• Security+.
• AZ-100.
• AZ-800
• AZ-801
• AZ-104

Tigunia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors