Job Description

About Turn Key Solutions

We're a 5⭐Google Reviewed Managed Services, CyberSecurity, Cloud Services provider serving clients across the USA. We just won the "Best Of Baton Rouge" award for IT Companies. We've got a team that hustles every day (and around the clock) to protect and empower our clients. We strive to be the employer of choice for qualified IT professionals in our region.

Role Description

The Systems & Network Administrator is responsible for providing the highest tier of onsite and remote support to our clients. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. This position requires the candidate to identify user problems promptly, develop solutions and always maintain our high level of customer satisfaction.

A typical week:  Based out of our Baton Rouge office, this position will include onsite service at our client’s offices in the area with occasional onsite service in the New Orleans area.

Primary Responsibilities

• Highest tier of support relating to technical issues involving Microsoft's core business applications and for cloud-based applications and technologies such as Microsoft 365.
• Highest tier of support for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, as well as virtual environments built on Citrix, Microsoft, and VMware. 
• Technical services and support at the network level: WAN, LAN and WLAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Remote Desktop, and Citrix 
• System documentation and consulting services to include system reviews and recommendations. 
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. 
• Service escalations from Level 1 and Level 2 technicians. 

Additional Responsibilities

• Improve customer service, perception, and satisfaction. 
• Ability to work in a team and communicate effectively. 
• Escalate service or project issues that cannot be completed within agreed service levels. 
• Business awareness: Develop, document, and update specific knowledge about the customer and how IT relates to their business strategy and goals. 
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs. 
• Document internal processes and procedures related to duties and responsibilities. 
• Responsible for documenting time and expenses as they occur. 
• Remain up to date with current and future technologies emerging in the industry. 

Qualifications

• All team members at this level are expected to achieve a certification from our preferred firewall brand (Watchguard) within the first 6 months of employment.
• Examples of additional certifications that may be required include Microsoft, Citrix, Cisco, VMware, CompTIA 
• Ability to pass test demonstrating strong written and verbal communications skills. 
• 5 - 10 years IT support experience with proven experience working on networking, servers and applications in an enterprise environment. 
• Ability to pass vocabulary and operational proficiency tests on current PC hardware, software, and networking. 
• Ability to work as scheduled sitting, standing, stooping, lift and carry 35 lbs., use a keyboard, and speak on the phone. 
• Ability to travel to client site using your private vehicle.

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