System Administrator (Philippines)

Overview

Desired Qualifications

• Excellent communication and interpersonal skills (verbal and written)
• Strong analytical and problem-solving abilities.
• Proven work experience as 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.

• Microsoft Azure
• Microsoft Intune
• Microsoft 365 Defender
• Windows AutoPilot
• Microsoft 365 Copilot

Key Responsibilities

• Technical: 90%
• Leadership: 8%
• Special Requirements: 2%

Technical Responsibilities: 90%

• Act as liaison between clients and technical staff, coaching junior resources and intervening when necessary.
• Perform daily client work (at the level expected of your role; i.e. not 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, 1AM-10AM PT and periodic after hours work as required.
    • Note: During the initial 60-90-day training period the schedule is 8AM-5PM PT
  • Perform tech tasks as self-assigned and assigned by tech managers.
  • Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
  • Walk clients through the problem-solving process in plain language terms, on their tech level.
  • Create, review and maintain tasks owned by self for support of client projects.
  • Maintain awareness of current work and status, managing tasks through to successful closure.
  • Create tasks, to contribute to client onsite visits and related meetings.
  • Ensure proper recording, documentation, and closure of all client inquiries using online tools.
  • Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required.
  • 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 and maintain existing 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 organization's systems and data.
• Participate in planning, deploying, and upgrading hardware and software systems.
• Create and maintain documentation, including system configurations, procedures, and troubleshooting guides.

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Train and mentor the tech team.

Special Position Requirements: 2%

• Obtain and maintain technical certifications as required.  
• Other duties as assigned.

Physical Demands & Work Environment:

• Ability to move equipment and lift 50 lbs. as required.

Summary

Benefits

Job Location

Equal Opportunity

Salary Range

Application Process