Job Overview:

As a System Administrator, you will have the opportunity to be an IT superhero, saving the day for our Hedge Fund and Private Equity clients when technical issues arise. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white-glove service. While this is a client facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities:

Provide white-glove technical support to our clients via phone, email, and remote login
Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
Proactively and consistently communicate with clients and colleagues
Accurately and promptly record all time in our ticketing system
Proactively manage ticket queue
Ensure all ticket notes and statuses are up to date
Troubleshoot client issues and document all steps up through resolution
Effectively multi-task to manage workload
Collaborate on improvement of operational effectiveness
Document, take ownership of, and escalate issues
Meet individual and team KPI targets
Maintain flexibility with respect to work schedule and responsibilities

Skills:

Demonstration of excellent customer service.
Empathizing with clients and colleagues.
Prompt answering of emails, phone calls, and other communications.
Assessment and prioritization of work in a fast-paced environment.
Functioning at a high level under time constraints and pressure.
Self-motivated, detail-oriented, and organized.
Effective communication, interpersonal, organizational, and presentation skills, oral and written.
Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
Highly developed and process-oriented problem-solving skills.
Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
Continued proactive development of O365.
Management of a multi-tenant environment.
In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
Management of Active Directory accounts, groups, and permissions.
Duo Security and other MFA applications.
Microsoft Exchange Administration.
Management of Azure Active Directory.
Management of O365 Admin Portal.
Citrix XenApp
Publishing/Managing Citrix applications
Terminate hung sessions
Management of Citrix Director and Citrix Studio
Management of MDM technologies (e.g., Intune).
Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
Virtual server administration (e.g., VMware vSphere):
Resource (e.g., RAM, virtual drives, and CPU) management
GPO management
Troubleshooting of server performance issues
Server roles management
Troubleshooting of DNS, DHCP, and TCP/IP issues.
Print queue installation, configuration, and management.

Qualifications:

High School diploma or equivalent.
5+ years of experience in a related field.
A degree or some college a plus.
Technical licenses or training a plus.

The Benefits of Working for Abacus

Exposure to a diverse array of technologies.
Internal opportunities for career advancement.
Part of a team of experienced technicians that aim to deliver exceptional service
Competitive compensation.
Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
Opportunities to further technical education through online courses.
Positive, friendly, and supportive office environment.
Workplace perks such as healthy snacks, wellness program, and fun events.

Abacus Group jobs

System Administrator