Systems Admin II

Job Title: Systems Administrator II

Job Classification under FLSA: Exempt

Reports To: Solutions Manager

Department: Data Center Operations

Job Summary and Objectives:

The Systems Administrator II is responsible for providing first-level and second-level technical support and system administration for customers via phone, email, and onsite troubleshooting. This role involves monitoring, maintaining, and provisioning physical and virtual IT infrastructure to ensure high availability and seamless operation. Additionally, the position includes Data Center operations support, such as customer equipment installations, cabling, and facility upkeep. The Systems Administrator II will provide both remote and onsite support, deploy IT infrastructure, maintain accurate documentation, and participate in a rotating 24/7 on-call schedule to uphold service excellence.

The Systems Administrator II ensures efficient IT operations by providing timely technical support, infrastructure deployment, and proactive system monitoring. The role focuses on maintaining a secure and reliable IT environment for clients while upholding high standards of customer service, problem resolution, and data center management.

Essential Job Functions:

• Regular attendance is required. May be assigned to different shifts to accommodate customer demand.
  
• Respond to and resolve tier-2 customer issues via inbound phone calls to the technical support line.
• Address tier-2 customer issues submitted through inbound emails in the trouble ticketing system.
• Accurately track billable customer service time using the trouble ticketing system.
• Troubleshoot and resolve customer issues both remotely and onsite at customer premises.
• Occasionally travel to customer sites for on-site project work as needed.
• Provision and deploy new physical and virtual server and network environments for clients.
• Provide first-level response to alerts from various servers, network, and facility monitoring systems.
• Create and maintain systems and process documentation.
• Provide escorted access to Data Center facilities for Co-location customers.
• Assist with the installation of customer equipment in Data Centers, which may involve lifting heavy server equipment.
• Perform occasional network cabling tasks, including punch-down of standard CAT5E/CAT6 cabling and installation of RJ-45 connectors.
• Conduct daily visual inspections of Data Center systems to ensure proper functionality.
• Maintain cleanliness and organization of Data Center facilities.
• Participate in a 24/7 on-call rotation schedule as required.

• Provides excellent customer service by following the company’s customer service standards: Ownership, Professionalism, Troubleshooting, keeping customers informed, and providing customers with an experience beyond their expectations.

Competencies:

The requirements listed below are representative of the knowledge, skill, and/or ability required.

To perform the job successfully, an individual should demonstrate the following competencies:

• Advanced level experience with virtualization technology (Hyper-V preferred).
• Advanced level experience with Windows Server technologies (Active Directory, Remote Desktop Services, Group Policy, Security Groups, etc.)

• Advanced level Office 365 Experience
• Advanced level experience in designing/troubleshooting production network environments.
• Advanced level firewall setup, IPSEC VPN, design and implementation of zones/NAT/ACLs.

• Advanced knowledge in Microsoft systems both on premise and Azure based technologies.
• Advanced troubleshooting skills and the ability to communicate issues and resolutions.
• Ability to understand and present TulsaConnect’s vision strategy and organization.
• Commitment to excellent service and customer satisfaction.

Physical and Mental Requirements:

The physical and mental demands described here are representative of those that must be met to successfully perform the essential functions of this job

Must be able to engage in normal office activity, including, but not limited to, significant computer work and data analysis, heavy customer contact via phone and frequent in-person meetings. Must be able to attend and participate in meetings.

This job requires lifting up to 50 pounds.

Certification/License Requirements:

Current Driver’s License.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The work environment is an office environment and the noise level is usually quiet. Occasional travel is required.

Education:

High school diploma, GED, or any further education.

Other duties may be assigned at the discretion of management based on the needs of the business.