[Hiring] Systems Administrator @TurnPoint Technology

Role Description

At TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. We are looking for an energetic, detail-oriented, and dedicated System Administrator to join our dynamic team and help us push the boundaries of what's possible.

In this unique and rewarding role, you will drive the successful delivery of advanced technical projects, from robust desktop support to the design and implementation of infrastructure within Office 365 and Azure. Every day will offer new challenges as you navigate complex projects, managing both your own tasks and those of your team members.

Your technical expertise will be crucial in providing top-tier support for our diverse clients, ensuring smooth project progression, and escalating technical issues when necessary. You will have the autonomy to solve complex problems while also collaborating closely with our team to deliver world-class solutions.

At the same time, you will be a steward of efficiency, monitoring your workflow to ensure tasks are moving forward and contributing to the growth of our internal documentation. Your efforts will be instrumental in continuously improving our service quality and in driving the success of our clients.

This is a remote position.

Qualifications

• Excellent communication and interpersonal skills (verbal and written)
• Strong analytical and problem-solving abilities
• Proven work experience as System Administrator (this is not a role for freshers)
• Experience with administering (more than just tier 1 troubleshooting):
• Microsoft 365
• Windows 10/11
• Windows Server 2022
• Physical and virtual networks
• Familiarity with networking concepts and protocols (TCP/IP, DNS, DHCP, VPN, etc.)
• Experience with Active Directory administration, group policies, and domain services
• Knowledge of backup and disaster recovery strategies and tools
• Additional technologies we work with (bonus points if you have experience with them):
• Microsoft Azure
• Microsoft Intune
• Microsoft 365 Defender
• Windows AutoPilot
• Microsoft 365 Copilot

Requirements

• Home (fixed) internet with an upload speed of at least 20Mbps
• Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or the previous version of Android (versions Android 15 and 16 at this time)
• A mobile data plan with voice, text, and data and hotspot functionality (as a backup to your fixed broadband)

Key Responsibilities

• Act as a liaison between clients and technical staff, coaching junior resources and intervening when necessary
• Perform daily client work (at the level expected of your role; i.e. not tier 1 client work) remotely
• Adhere to existing processes, including change management
• Function as client interface on phones and ticket thread intake including:
• Provide remote support Monday – Friday, 1AM-10AM PT and periodic after hours work as required
• Note: During the initial 60-90-day training period the schedule is 8AM-5PM PT
• Perform tech tasks as self-assigned and assigned by tech managers
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work
• Walk clients through the problem-solving process in plain language terms, on their tech level
• Create, review and maintain tasks owned by self for support of client projects
• Maintain awareness of current work and status, managing tasks through to successful closure
• Create tasks, to contribute to client onsite visits and related meetings
• Ensure proper recording, documentation, and closure of all client inquiries using online tools
• Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required
• Monitor and update all assigned tickets on a daily basis
• Record and document tech processes to contribute to TurnPoint Tech Manual
• Be an escalation resource for more junior technicians, while encouraging them to follow our formal escalation procedure
• Administer and maintain existing infrastructure for clients, including (but not limited to) servers, networks (both physical and virtual), DNS, updates, and hybrid Active Directory
• Partner with Engineers in the implementation of technical solutions
• Conduct security audits and implement necessary measures to protect the organization's systems and data
• Participate in planning, deploying, and upgrading hardware and software systems
• Create and maintain documentation, including system configurations, procedures, and troubleshooting guides

Leadership Responsibilities

• Exemplify and champion superior client communication and service
• Emphasize quality, continuous improvement and high performance
• Enact and champion company policies
• Track, route, and redirect issues to the correct resources and internal team for support
• Balance support ticket threads, task execution and project work for timely completion
• Escalate unresolved client queries to the next level of support properly and in a timely manner
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through
• Train and mentor the tech team

Special Position Requirements

• Obtain and maintain technical certifications as required
• Other duties as assigned

Benefits

• Competitive salary commensurate with experience. The salary range for this role is up to 40LPA

Equal Opportunity

TurnPoint is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

What to Expect in Our Hiring Process

As part of our recruitment process, shortlisted candidates will be invited to complete a one-way video interview. This format allows you to record answers to a few pre-set questions at your convenience, using your phone or computer. This step enables us to understand you beyond your resume and is therefore a vital part of our selection process. You’ll receive detailed instructions and a link to complete this process. No live interaction is required, and you can complete it within the given deadline.

If you’re unfamiliar with one-way interviews, don’t worry - we’ll guide you through it.

Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk folder. We wouldn’t want you to miss any important communication from us, especially during this key step in the process.