System Administrator

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

📋 Description

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

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

• Elevate issues to other technical teams with a clear handoff and ensure follow-through until resolution.

• Classify and prioritize incidents, serving as the incident commander 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 procedures.

• Manage mailboxes, mail groups, Teams, SharePoint, OneDrive, licenses, renewals, and AI-tool enablement in accordance with security policies.

• Operate corporate networking, cloud services, and end-user VPN, while providing support for customer hosting environments.

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

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

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

• Manage onboarding/offboarding processes, HR-to-directory synchronization, access requests, dormant-account reviews, and access reviews, producing SOC 2 and HIPAA audit evidence.

• Oversee privileged credentials and vaults using 1Password, including management of service accounts and API key lifecycles.

• Implement patching for workstations, Windows and Linux servers, and third-party applications.

• Conduct backup validation, restore testing, handle restore requests, and respond to backup failure alerts.

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

• Develop and maintain knowledge-base articles, FAQs, and troubleshooting guides.

• Communicate with end users in clear terms and establish transparent resolution expectations.

• Collaborate cross-functionally to enhance support processes and improve first-contact resolution rates.

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

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

⛳️ Requirements

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

• Practical experience in Linux server administration within a production environment, 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, including hands-on administration of Azure Virtual Desktop.

• Competence in performing system backups, conducting restore testing, and executing disaster recovery procedures according to defined playbooks and schedules.

• Strong troubleshooting abilities for hardware, software, and network-related issues.

• Hands-on experience with Entra ID and on-prem Active Directory management, including SSO, MFA, and Conditional Access.

• Experience in administering Microsoft 365 collaboration services and managing SaaS licenses and renewals.

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

• Experience working with an ITSM ticket queue to meet defined SLAs, with the ability to communicate technical issues clearly to non-technical users and document them effectively.

• Comfortable operating in a SOC 2 / HIPAA-compliant environment, performing access reviews, producing audit evidence, and willing to participate in a Tier 1 on-call rotation.

• Experience utilizing generative AI tools such as Claude and Copilot to enhance productivity and achieve high-quality outcomes.

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

🏝️ Benefits

• Fully remote position.

• Equal opportunity employer.