Senior System Administrator

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?

We are unable to support remote international applicants or routinely sponsor work visas.

The compensation range for this job is:$82,747.00 - $POSITION SUMMARY: The Senior System Administrator is responsible for assisting a team of technicians assigned to support the IT managed service needs of specific external customers. This position serves as the subject matter expert for support escalations for that team, provides thorough oversight and delegation of all tickets for the team’s clients, monitors the ticket queue and ensures that issues are escalated appropriately through the tiers per the policies of the department.

This position is the advocate for the client and ensures that all efforts are made to deliver excellent customer service. This role requires the incumbent to teach and coach team members. The Senior System Administrator will communicate the status of service and personnel matters and escalate concerns to the COIT Manager. This role requires continuing education and certification with industry standard vendors such as Microsoft, VMware, Hyper-V, HP, Aruba, Meraki, MSO
365, Barracuda, Cisco, and Watch Guard. This position also helps maintain the department’s Knowledge Management, RMM and PSA systems. The Senior System Administrator is part of an on-call rotation for clients which rotates among all employees within the department.

ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)
· Guide decisions and foster expectations that achieve and maintain the overarching goal of excellent customer service
· Receive all service orders escalated to the team, and as needed the department, delegate where appropriate
· Oversee assigned technicians to ensure they are making progress on service orders and are aligned with departmental policies and procedures, provide coaching when necessary
· Provide direction and support to the Tier I group if they are not delivering per departmental polices or are experiencing a high call volume
· Oversee all vendor management for the team and when necessary, involve the COIT Manager, Account Manager, and/or the point-of-contact for the client to align vendor support with the client’s needs and urgency
· Using the industry standard for troubleshooting methods provide applicable support as required by the client
· Follow-up with the end-users to ensure they are satisfied with the solution and service
· Receive project turn-overs from the project engineer team and review all client projects for quality, sign off only when standards are met
· Consistently correct and maintain client documentation to include, but not limited to, credentials, list of current equipment in SP, network diagrams, rack elevations, and site maps
· Partner with MITS management as a technical advisor to develop and deliver client-focused solutions that align with business needs, maintain industry standards, and effectively POSITION QUALIFICATIONS Competency Statement(s)
· Accountability - Ability to plan, organize, measure and coordinate multiple tasks to deliver.
· Active Listening - Ability to actively attend to, convey, and understand the comments and question of others.
· Critical thinking - Ability to use thinking and reasoning in gather raw data and…