Systems Administrator

The Systems Administrator is responsible for the management and maintenance on all servers as well as all wired and wireless connections. Responsibilities include and are not limited to servicing, repairing and installation of hardware, software and supporting Verst's 3PL 24x7 production environment. This role is responsible for meeting predetermined performance metrics and benchmarks while following set standards and processes in place.

The Systems Administrator is accountable for gathering information needed in terms of technical and service-related problems and serve as the point in resolution of these issues. This role will be responsible for logging adequate details into support tools and if necessary, engage additional support internally/externally/remotely if needed to resolve problems while adhering to Service Level Objectives (SLOs).

Qualified candidates should possess a strong technical background and have a desire to deliver exceptional customer service to partners and all customers. Candidate must possess a strong problem-solving aptitude and have an ability take control of problems to resolution and beyond.

Strategy & Governance

• Serves as a member of the infrastructure team.
• Supports consistent approach and collaborates with other members of IT, such that decisions are made in line with both the IT and business strategies and objectives.
• Participate and support development, communication, and maintenance of IT policies and procedures within the IT organization.
• Maintain an industry awareness of information technology, IT best practices, and related technology trends, particularly in relation to the 3PL industry. Identify and suggest innovation opportunities aimed at improving and equipping the organization with better tools to perform assigned job functions.
• Participate in and support development and maintenance of policies, procedures, and associated training plans for given roles.
• Support Infrastructure leader in IT Governance process that determines project prioritization and resource planning.

Systems Administration

• Install, configure, test, maintain, monitor, and troubleshoot network hardware, Windows servers, peripheral devices, printing/scanning devices, presentation equipment, and software.

• Manage security solutions, including Watchguard firewalls, Sophos anti-virus, and intrusion detection systems.

• Mange wired and wireless networks.

• Manage Mitel Phone System.

• Perform system backups and file/server recovery.

• Administer and maintain end user accounts, permissions, and access rights as needed.

• If necessary, liaise with third-party support and server equipment vendors.

• Perform server and network security audits.

• Perform related duties consistent with the scope and intent of the position.

Security & Risk Management

• Participate and support design and implementation of security defenses and practices to prevent breaches related to identity, company data, brand image, personal information, or any other information deemed to be sensitive.
• Assist the development, management, and testing of the overall disaster recovery plan, ensuring business continuity as it relates to the IT Service Desk.

Do you have experience in Internal employee customer service?, Do you have a Associate's degree?, * Two or more years of experience as a Systems Administrator strongly preferred.

• One or more years of experience working in a high availability (24X7, 99% uptime) environment.

• Excellent knowledge of Windows servers.

• Knowledge of network switches (Aruba and Cisco).

• Previous experience with Veeam, VMWare, o365, and Windows server 2016 to 2022.

• Hands-on hardware troubleshooting experience.

• Experienced in user applications, equipment, and system upgrades.

• Experienced in functions and use of computer and peripheral hardware.

• Previous experience within a 3PL, Logistics, Transportation, Warehousing or Fulfillment industry strongly preferred.

• Must have a communicative, collaborative, transparent, and trusted approach to working with his/her staff, colleagues, upper management, and outside partners.

• Experience working with outside IT service providers.

• Willingness to guide and assist others in resolution process within team.

• Strong analytical and problem-solving capabilities with a Customer-Service orientation and positive attitude is a MUST.

• Experience in utilizing ITIL compliant service desk tools.

Soft skills

• Excellent organizational and planning skills.

• Strong communications and interpersonal abilities.

• Treats others with respect and value, with diplomacy and tact.

• Ability to listen, build rapport, and credibility as a partner within the business and IT.

• Strong customer service orientation.

• Ability to make sound and logical judgments under intense pressure.

• Self-directed and self-regulated, while being accountable for his/her area of ownership and role.

• Ability to balance the needs of customers in a challenging 3PL setting with the requirements to maintain a stable, secure, and ever-changing IT environment.

• Ability to translate and communicate technical information to a non-technical audience.

• Strong incident and problem management skills including identification and escalation of system issues.

• Ability to manage high severity issues and escalate as appropriate.

Desired Education

• Associate degree and/or 3 years work experience in related field.
• ITIL Certification preferred., Required
• 2 year(s): customer service experience
• 3 year(s): 24X7 uptime environment
• 3 year(s): IT Support

Preferred

• 2 year(s): 3PL
• 2 year(s): Jira, Required
• Bachelors or better in Information Technology or related field, Preferred
• Bilingual - Spanish, * Team Player: Works well as a member of a group
• Functional Expert: Considered a thought leader on a subject, * Self-Starter: Inspired to perform without outside help
• Goal Completion: Inspired to perform well by the completion of tasks