IT Systems Administrator/Data Center Technician

Summary: The Advanced Operations Support Group is one of the main arteries of the K2 Managed Services Offering. Our combined teams provide 24x7x365 monitoring and operational support for all Total Care clients. The main objectives of the Advanced Operations team is to assist the NOC (Network Operations Center), Desktop Support and Service Desk with escalations that will result in swift resolutions before they become service impacting incidents. Our team is expected to ensure that all client infrastructure, including but not limited to servers, switches, firewalls, access points, and UPSs, are online and operational 24x7. This role is required to report to our Scottsdale datacenter at 821 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration. Compensation: 70,000 USD annually base salary Responsibilities: Provide technical support and manage the day-to-day operations of clients' IT infrastructure and systems. Work closely with clients, NOC, and Help Desk to ensure IT needs are met and systems are operational. Accept and respond to events created from multiple monitoring platforms and tools. Resolve events related to networking, systems, applications, and other service areas requiring troubleshooting skills. Ability to work specific shift hours. Detailed documentation skills and excellent written communication skills. Prioritize and determine efficient resolutions. Engage in critical thinking and quick decision making. Perform special project work as required by the needs of clients or other departments. Experience using ticketing, monitoring, and remote management tools such as ServiceNow, Logic Monitor, Tanium, and Auvik. Administer enterprise storage devices (i.e., SAN and NAS) with experience in Nutanix, EMC, HP, and Dell. Handle escalated support requests and incidents from Help Desk and NOC. Respond to and resolve incoming client support requests and incidents via phone, email, or ServiceNow ticketing system. Troubleshoot and resolve technical issues related to hardware, software, network, and other IT infrastructure components. Perform routine maintenance tasks, such as system updates, patch management, and backup checks. Assist with user account management, password resets, and access control changes. Proactively manage clients' IT systems to identify and resolve potential issues. Complete routine walk-throughs and standard check-lists. Record all support activities in ServiceNow cases. Collaborate with shift leads, department managers, and Senior Engineers. Maintain knowledge of industry best practices, emerging technologies, and trends in Advanced Operations. Provide exceptional customer service by effectively communicating with clients. Qualifications: Proven experience in providing technical support and managing IT systems in an Advanced Operations environment. Strong experience with operating systems (Windows 10 and 11, Server OS 2016, 2019, or 2022). Experience with network protocols, hardware (Arista, Nutanix, Juniper, Netapp, Cisco, Cisco Meraki, Fortigate, HP, or Dell), and software components. Strong experience with Microsoft Office and Microsoft Office 365/Exchange Online tenant. Experience with email security gateways like Mimecast, Proofpoint, or others. Experience with Microsoft MFA (Multi-Factor Authentication), DUO MFA, or other MFA providers. Experience with virtualization technologies and cloud computing (Hyper-V, VMWare, Nutanix, Citrix, RDS, and VDI). Proficiency in troubleshooting and problem-solving techniques. Excellent communication and customer service skills. Ability to work in a fast-paced and dynamic environment. Ability to work alone and in a diverse geographically distributed team environment. Certification in one or more of the following: CompTIA A+, CompTIA Network+, or CompTIA Security+. Certification in one or more of the following: Microsoft Technology Associate (MTA) in IT Infrastructure. Knowledge of law vertical software (iManage, NetDoc's, Literia, PC Law, Pro Law, Juris, Hot Doc's, Number Cruncher, Pro System Tax FX) is a plus. Work Environment: This role is required to report to our Scottsdale datacenter at 821 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration. Flexible working days are available when pre-approved with the direct manager. Ability to lift 50 lbs for onsite work/assistance. Ability to stand or sit for extended periods of time. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of The Advanced Operations Engineer. #J-18808-Ljbffr

Created: 2025-03-01