Systems and Support Administrator

• Serve as a primary point of contact for inbound technical support requests via phone, email, and ticketing system; triage, prioritize, and resolve tickets in accordance with defined SLAs
• Provide Tier 1 and Tier 2 remote and on-site support for end users across multiple client environments, including hardware, software, peripherals, connectivity, and cloud service issues
• Support client onboarding and offboarding workflows including account provisioning/termination, device setup, and access management across client systems
• Deliver proactive client communication regarding open tickets, scheduled maintenance windows, and known issues; maintain a professional, service-first approach in all interactions
• Administer Microsoft 365 and Google Workspace environments including user provisioning, licensing, email configuration, shared mailboxes, distribution groups, MFA enrollment, and cloud migrations
• Manage Azure Active Directory/Entra ID and on-premises Active Directory including user and group administration, Group Policy (GPO), conditional access policies, and hybrid identity configurations
• Perform workstation imaging, deployment, and configuration using standardized build processes; manage device enrollment and policy enforcement via MDM/RMM platforms
• Manage and resolve issues related to endpoint security tools including EDR, DNS filtering, email security, and password management.
• Implement network security controls including guest networks, VLAN isolation, and compliance with frameworks such as HIPAA and CMMC.
• Design, implement, and maintain LAN/WAN/WLAN infrastructure for SolvIT clients including routers, managed switches, access points, and SD-WAN solutions; configure VLANs, QoS, and inter-VLAN routing
• Configure and manage next-generation firewalls (NGFW) including policy creation, NAT rules, VPN tunnels, and security zone segmentation; platforms include Fortinet, SonicWall, and Cisco Meraki
• Perform network assessments and site surveys for new and existing clients; document current-state topology, identify gaps, and present recommendations for remediation or infrastructure upgrades
• Monitor network and system health across the client base using RMM and monitoring platforms; proactively identify and resolve performance bottlenecks, outages, and hardware failures before they impact end users
• Lead and assist technical colleagues with administration of network infrastructure including firewalls, switches, routers, wireless, SANs, and both physical and virtual server environments
• Maintain accurate ticket documentation, time entries, and resolution notes within the PSA/ticketing platform; adhere to SolvIT's service desk SOPs and escalation procedures
• Maintain up-to-date network diagrams, IPAM records, hardware inventory, vendor activity logs, and system standards documentation across all managed client environments
• Plan and execute structured cabling, rack installation, patch panel termination, and equipment deployment at client sites; coordinate with vendors and third-party ISPs as needed

• 3+ years of experience working in an MSP (Managed Service Provider) environment or similar, with direct customer-facing technical support responsibilities
• 3+ years' hands-on experience with SANs, WANs, routers, switches, and wireless infrastructure; strong working knowledge of TCP/IP, VLANs, BGP, OSPF, EIGRP, MPLS, STP, LACP, and 802.11 wireless standards
• 3+ years' experience with system administration and engineering including server deployment and maintenance, and scripting/automation in both Linux and Windows environments
• Proficiency with next-generation firewall platforms (e.g., Fortinet, SonicWall, Cisco Meraki) including policy management, NAT, and VPN configuration
• Experience with Microsoft 365 and Google Workspace administration, including Exchange Online, SharePoint, Teams, and cloud migration projects
• Proficiency with Active Directory and Azure Active Directory/Entra ID including user/group management, GPO, conditional access, and hybrid identity
• Experience with PSA/ticketing platforms (e.g., ConnectWise Manage, Autotask, HaloPSA) and RMM tools (e.g., ConnectWise Automate, NinjaRMM, Datto RMM)
• Familiarity with ITIL service management principles including incident, change, and problem management workflows
• Relevant certifications preferred: CompTIA A+, Network+, or Security+; Microsoft MS-900, MD-102, or AZ-900; or Cisco CCNA/CCNP
• Demonstrates strong problem-solving, analytical, and issue resolution capabilities; ability to manage multiple client environments simultaneously with varying requirements and SLAs
• Strong written and verbal communication skills; ability to interface professionally with customers, vendors, and various levels of management
• Excellent documentation habits and strict adherence to system and process standards
• Works effectively both independently and as part of a collaborative team; comfortable taking direction from senior resources
• Handles highly confidential client information with discretion

What makes you an All Star:

• 3+ years' Experience with virtualization technologies (VMware/AWS/Azure)

• Experience in AWS that would include: assisting in the deployment of a cloud stack in a production environment; developing scripts and code to integrate multiple software components; and/or managing cloud application hosting in AWS

• A set work schedule will be provided, but some flexibility is required as hours may vary due to need
• Work is primarily sedentary in nature; no special demands are required

• Physical demands: Non-strenuous with low risk; primarily sedentary with some walking, standing, and carrying of light objects; Adequately lighted, ventilated and climate-controlled area where normal precautions must be observed
• Work environment: Work is generally performed within a normal office environment using standard office equipment; Moderate noise typical of a business office; Travel for company business may be required to attend off-site meetings, etc; May require early morning, night and weekend work assignments; Interaction with contracted providers, staff and vendors by phone and face-to-face will be constant and may be disruptive: Work may be stressful at times.

Do you have clearance to work?

• Signing the Company non-compete, non-solicitation and non-disclosure agreements.
• Acceptable results from a Company initiated background check.
• Compliance with the federal Form I-9 completion timelines and policies and confirmation of employment authorization by the U.S. federal electronic system, E-Verify

• All newly-hired employees are queried through the U.S. federal electronic employment verification system, E-Verify. Section 1 of the Form I-9 may be completed upon your acceptance of this job offer, but no later than your first day of employment. On your first day, but no later than your third day, you will need to bring original documentation to verify your eligibility to work in the U.S.

What's in it for you?

• Medical, Dental, Vision, Dependent Care FSA, Medical FSA, and Life & Disability Insurance
• Paid Time Off
• 401(k), company matches up to 4%
• Fun and flexible work environment

SolvIT, Inc. provides a strategic approach to technology, leveraging cost-effective business automation solutions for our customers. Our solutions include software development, infrastructure cloud hosting, managed IT services, and technical support services. Based out of Rochester Hills, Michigan, we continuously strive to provide excellent customer service by building a team of individuals that are caring, service-focused, change leaders, who believe in teamwork. We know that our team members are vital to our success, and we are continuously seeking individuals who will thrive as part of our innovative and talented staff.