Job Title: Windows System Administrator Level 2/3
About the Role:
We are seeking an experienced Windows System Administrator Level 2/3 to join our growing IT infrastructure team supporting Managed Service Provider (MSP) clients. This is a key technical role that requires strong expertise in enterprise-level Windows systems, virtualization, cloud technologies, and a proactive approach to managing IT infrastructure and user support.
As part of our team, you will provide comprehensive support for client environments, ensuring optimal system performance, security, and reliability. This position offers an exciting opportunity to work in a dynamic, client-facing role supporting global businesses with diverse infrastructure needs.
Key Responsibilities:
1. Advanced Helpdesk & Technical Support (MSP Environment):
- Serve as a senior point of escalation for complex technical issues raised by Level 1 and Level 2 support engineers.
- Respond to incidents and service requests from MSP clients via remote tools, phone, email, and ticketing platforms (e.g., ConnectWise, Autotask).
- Troubleshoot and resolve a wide range of user-reported issues across desktops, laptops, Office 365, remote access, and system performance.
- Ensure SLAs are met, with clear and timely communication to clients throughout the issue resolution process.
2. Windows Server & Infrastructure Management:
- Administer, configure, and maintain enterprise-level Windows Server environments (2012, 2016, 2019, and later).
- Manage core infrastructure services such as Active Directory, DNS, DHCP, Group Policies, and File Services.
- Implement and manage backup solutions, storage configurations, and disaster recovery strategies in client environments.
3. Network & Connectivity Support:
- Monitor and troubleshoot LAN/WAN network issues, including switches, routers, VPNs, and firewalls in client infrastructures.
- Coordinate with network teams or ISPs when required to ensure uptime and connectivity.
4. Cloud and Virtualization Administration:
- Administer and support virtualization platforms such as VMware ESXi and Microsoft Hyper-V.
- Manage and support cloud environments (Azure and AWS), including virtual machines, backups, networking, and IAM policies.
- Assist with hybrid cloud implementations, migrations, and service optimizations.
5. Security & Compliance:
- Apply and enforce cybersecurity policies across client systems.
- Perform regular vulnerability assessments, patch management, antivirus deployment, and compliance audits.
- Respond to and mitigate security incidents in accordance with industry best practices.
6. Automation, Scripting & Monitoring:
- Utilize PowerShell scripting to automate system administration tasks and routine jobs.
- Work with RMM tools (e.g., N-able, Atera, Datto RMM) to proactively monitor systems, automate responses, and manage client endpoints.
- Create, refine, and enforce monitoring policies to detect issues before they impact client operations.
7. IT Asset & Documentation Management:
- Maintain an up-to-date inventory of hardware and software across client environments using asset management tools.
- Document infrastructure diagrams, configurations, troubleshooting steps, and client-specific procedures in internal knowledge bases.
8. Migration & Project Management Support:
- Lead or support infrastructure migration projects such as server upgrades, data center transitions, or cloud platform adoption (e.g., Office 365 to Microsoft Azure).
- Plan, execute, and validate successful transitions with minimal disruption to end users.
- Collaborate with internal teams and clients to manage timelines, risks, and expectations.
9. Training & Mentorship:
- Provide guidance and mentorship to junior administrators and support staff within the team.
- Participate in regular technical knowledge-sharing sessions and process improvement initiatives.
Qualifications & Experience:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: Minimum 5 years of experience in system administration roles, preferably supporting clients in an MSP environment.
Certifications (Preferred):
- Microsoft Certified: Windows Server, Azure Administrator Associate
- CompTIA Network+, Security+, or similar
- VMware VCP or equivalent virtualization certification
Technical Proficiency:
- Deep understanding of Windows Server environments (AD, DNS, DHCP, GPOs).
- Strong command of networking concepts (TCP/IP, VPNs, firewalls, routing protocols).
- Proficiency in managing Office 365 (Exchange Online, SharePoint, Teams).
- Experience with cloud infrastructure management (Azure, AWS).
- Familiarity with RMM and ticketing tools like ConnectWise, Autotask, ServiceNow, or similar.
- Scripting expertise in PowerShell for automation and reporting tasks.
Soft Skills & Competencies:
- Excellent verbal and written communication skills in English.
- Strong analytical thinking and structured troubleshooting capabilities.
- Comfortable working in a high-demand, multi-client support environment.
- Ability to manage time effectively and prioritize tasks based on urgency and impact.
- Strong client service orientation with a focus on delivering measurable results.
Preferred Candidate Profile:
- Candidates with prior experience in international voice-based IT support and exposure to client communication will be given preference.
- Prior work in an MSP or multi-client support setup is highly desirable.
Join our team and be part of a collaborative, forward-thinking IT services company committed to delivering value-driven support to clients across the globe.
