Administrator, Systems

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies. 

Our Core Values: 

Focus on Customers

Think Big

Do the Right Thing

Create Connections

Overview:

As a Systems Administrator, you will play a critical role in maintaining, optimizing, and securing our organization’s IT infrastructure. Your expertise will be essential in ensuring the smooth operation of our systems, enhancing security, and supporting our growing workforce. The ideal candidate will be comfortable working in a remote environment and adept at using a variety of online tools to diagnose and resolve technical issues.

Key Responsibilities:

1. Remote Configuration: Setup and configure software as needed by the role of the employee.
2. Problem Analysis and Resolution: Investigate and resolve complex problems with systems and software, utilizing technical expertise in a remote environment.
3. Root Cause Analysis: Conduct thorough root cause analysis for recurring issues, collaborating with remote teams and stakeholders.
4. Technical Guidance: Offer technical guidance and support to remote team members and other departments.
5. Active Directory Management: Set up and manage user accounts, groups, and permissions within Active Directory. Implement security policies, password policies, and access controls. Troubleshoot authentication and authorization issues.
6. RBAC (Role-Based Access Control) Implementation: Design, implement, and maintain RBAC policies across various systems. Collaborate with teams to define roles, permissions, and access levels. Regularly review and update RBAC configurations.
7. Onboarding / Offboarding: Timely and accurate processing of employee and contractor change requests to least privilege standards ensure the security of the corporate environment.
8. Okta Identity and Access Management: Manage Okta configurations, including SSO (Single Sign-On), MFA (Multi-Factor Authentication), and user provisioning. Integrate Okta with other applications and services.
9. Documentation and Reporting: Maintain accurate records of problems, actions taken, and outcomes. Publishing information on common solutions, environmental changes, and process flows.
10. Process Improvement: Continuously identify and implement improvements in the problem management process, particularly suited for remote operations. 

Requirements:

Educational Background: A degree in Computer Science, Information Technology, or related field.

Experience: At least 3 years of experience in IT problem resolution, with a focus on support of Active Directory and Identity and Access Management functions.

Knowledge: In-depth knowledge of IT infrastructure, systems, and software, with an emphasis on remote troubleshooting and support.

Relevant certifications (e.g., Microsoft Certified: Identity and Access Administrator Associate) are a plus

Skills: 

Proven experience as a System Administrator, Network Administrator, or similar role.

Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues in a remote environment.

Understanding of Identity and Access Management (Okta, Active Directory, RBAC).

Familiarity with RBAC concepts and implementation.

Effective communication skills, both written and verbal, with a focus on customer service.

Skills in managing time and resources effectively in a remote work setting.

Other Qualities:

Proactive and self-motivated, with the ability to prioritize tasks in a remote work environment.

Strong attention to detail and commitment to quality.

Adaptability to changing technologies and corporate support requirements.

Knowledge of ITIL and RBAC standards a plus.