Overview

Department: IT Services GroupTravel Required: Local/day travel as neededReports To: Director, IT ServicesDirect Reports: NoneBillable Hours Goal: 80% of worked hours during designated customer-service/field daysJOB SUMMARYThe Managed Services & Systems Administrator is a hybrid technical role that combines the proactive administration and improvement of ComTec's managed services technology stack with hands-on technical support for our customers.The position is generally structured with approximately three days per week focused on Managed Services Administration and two days per week providing customer-facing IT Systems Administration services. Scheduling may vary based on customer and business needs.In the Managed Services Administration portion of the role, this individual works primarily behind the scenes to monitor, maintain, upgrade, troubleshoot, and automate ComTec's managed services platforms and customer environments. The position supports the broader technical team by identifying issues proactively, improving alerting and automation, working with technology vendors, and helping ensure the health and reliability of managed customer environments.In the IT Systems Administration portion of the role, this individual provides onsite and remote technical services to customers, including troubleshooting, maintenance, escalated support, and administration of customer infrastructure. During designated customer-service days, the position is expected to maintain an 80% billable utilization goal.The successful candidate will enjoy both proactive technology administration and direct customer interaction and will be comfortable transitioning between internal managed-services responsibilities and customer-facing technical work.ESSENTIAL FUNCTIONSManaged Services Administration - Approximately 60%Perform daily monitoring of internal and external managed infrastructures.Administer, maintain, and improve ComTec's managed services technology stack.Provide behind-the-scenes technical support to service desk and field technical teams.Monitor alerts and identify opportunities to proactively resolve recurring customer issues.Continually improve managed services alerting, monitoring, scripting, and automation.Liaise with software, hardware, and cybersecurity vendors to troubleshoot and resolve technical issues.Perform network and infrastructure health analysis for managed services customers.Assist with reporting on the health, performance, and security of managed customer environments.Identify root causes of recurring technical issues and develop solutions to reduce future incidents.Assist with the testing, implementation, documentation, and ongoing administration of new managed services technologies.Contribute to departmental goals related to SLA performance, case resolution, operational efficiency, and customer satisfaction.IT Systems Administration - Approximately 40%Provide onsite and remote technical support for ComTec customers.Maintain an 80% billable utilization goal during designated customer-service/field days.Respond to customer inquiries in a courteous and professional manner.Troubleshoot and resolve escalated service desk and customer infrastructure issues.Provide desktop, server, Microsoft 365, network, and related infrastructure support.Administer and maintain user accounts, permissions, email, and related services.Perform remote and onsite scheduled maintenance.Troubleshoot workstation, server, networking, firewall, backup, and software issues.Create, document, update, and escalate customer issues according to established ticketing standards and SLAs.Monitor assigned tickets and tasks through resolution or appropriate escalation.Accurately maintain case notes, time entries, documentation, and resolutions.Follow established change-management and customer-support procedures.Identify potential customer needs and sales opportunities and communicate them to the appropriate team members.General ResponsibilitiesParticipate in the em