System Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial contact for technical issues, overseeing the ticket queue to ensure adherence to specified response and resolution SLAs.

• Identify and resolve hardware, software, network, and account access problems.

• Elevate issues to other technical teams with a smooth handoff and follow-up.

• Organize and prioritize incidents while serving as incident command for both internal and customer-facing disruptions.

• Coordinate with responding teams and manage communications throughout the restoration process, root-cause analysis, and remediation tracking.

• Deploy and maintain end-user devices, peripherals, workstation software, mobile device management, endpoint packaging, and allow-listing.

• Manage mailboxes, mail groups, Teams, SharePoint, OneDrive, licenses, renewals, and enable AI tools.

• Operate corporate cloud services and end-user VPN, supporting customer hosting environments, remote access, scheduled tasks, and batch file processes.

• Administer Linux servers, including packages, repositories, services, logs, performance, filesystems, storage, SSH keys, and sudo access.

• Maintain RD Web gateways and Azure Virtual Desktop, including host pools, session hosts, images, application groups, workspaces, FSLogix profiles, capacity, autoscaling, and user sessions.

• Oversee Entra ID, on-prem Active Directory, SSO, federated authentication, MFA, and Conditional Access.

• Handle onboarding/offboarding provisioning, access requests, dormant-account reviews, and access audits, generating SOC 2 and HIPAA audit evidence.

• Manage privileged credentials and vaults using 1Password, and oversee service-account and API-key lifecycles.

• Conduct workstation, Windows server, Linux server, and third-party application patching.

• Execute backup validation, restore testing, restore requests, and respond to backup-failure alerts.

• Monitor ticket metrics and suggest self-service options or automation.

• Develop and update knowledge base articles, FAQs, and troubleshooting guides.

• Communicate with end users using straightforward language and establish resolution expectations.

• Collaborate across departments to enhance first-contact resolution.

• Participate in the Tier 1 on-call/on-shift rotation and escalate issues to Platform Engineering as needed.

• Write and maintain Bash and PowerShell scripts, as well as scheduled jobs for administration, monitoring, and reporting.

⛳️ Requirements

• Minimum of 2 years of experience in IT support or system administration.

• Practical experience with Linux server administration in a production setting, along with Windows server setup, configuration, and maintenance.

• Intermediate knowledge of networking protocols, VPN and remote connectivity, and security practices.

• Familiarity with virtualization and virtual desktop platforms, particularly hands-on administration of Azure Virtual Desktop.

• Capability to perform system backups, restore testing, and disaster recovery procedures in accordance with defined playbooks and schedules.

• Strong troubleshooting abilities for hardware, software, and network challenges.

• Experience in administering Entra ID and on-prem Active Directory, including SSO, MFA, and Conditional Access.

• Proficiency in managing Microsoft 365 collaboration services and overseeing SaaS licenses and renewals.

• Experience in endpoint management, including device deployment, MDM, software packaging, and patching.

• Experience handling an ITSM ticket queue in line with defined SLAs, with the ability to communicate technical issues clearly to non-technical users and document them appropriately.

• Comfort working in a SOC 2 / HIPAA-compliant environment, performing access reviews and generating audit evidence, along with a willingness to participate in a Tier 1 on-call rotation.

• Familiarity with generative AI tools such as Claude and Copilot.

• Bachelor's degree in Information Technology, Software Development, or a related discipline.

🏝️ Benefits

• Fully remote position.

• Equal opportunity employer.