Systems Administrator - MSP Environment

Job Description

Job Description

The Systems Administrator is responsible for independently executing and owning technical work across managed services and projects. This role is expected to take full ownership of assigned tickets, client environments, and projects, from intake through resolution, with limited day-to-day oversight.

The role operates within technical standards, architectures, and security baselines defined by the Technical Director, but is trusted to make sound technical decisions, prioritize work, and drive outcomes independently. Escalation is expected only for true exceptions, ambiguity in standards, or elevated risk.

Success in this role is measured by customer satisfaction, the ability to close tickets and complete projects autonomously, deliver consistent quality, proactively identify issues, and reduce the need for rework or intervention.

• Independently own and complete assigned tickets and projects end-to-end
• Serve as the primary technical owner for assigned client environments
• Design, implement, troubleshoot, and resolve complex issues without supervision
• Ensure all work meets approved standards, security baselines, and documentation requirements
• Proactively identify risks, gaps, or improvements and act on them without being prompted
• Escalate only when:
• A decision exceeds defined standards
• A serious security, financial, or delivery risk exists
• Client expectations conflict with approved scope or architecture

• Enforce operational, security, and documentation standards defined by the Technical Director
• Identify deviations or undocumented exceptions and elevate appropriately
• Provide feedback to the Technical Director on standards that are unclear, impractical, or need refinement

• Implement and maintain security controls defined by the organization
• Support incident response activities and post-incident remediation
• Ensure client environments align with supported compliance frameworks (CMMC, ISO, NIST, etc.)
• Assist in maintaining accurate technical risk data for assigned environments

• Follow and reinforce change control and configuration management processes
• Reduce repeat incidents by addressing root causes, not symptoms
• Make recommendations for process improvement

• Provide technical guidance and mentoring to junior engineers
• Lead by example in technical discipline, documentation, and accountability

• Support sales efforts by validating technical feasibility of proposed solutions
• Assist in estimating delivery effort and identifying implementation risks
• Escalate non-standard or high-risk requests to the Technical Director

• Maintain accurate, up-to-date client documentation
• Ensure configurations, diagrams, and procedures are complete and usable
• Contribute to internal knowledge base and runbooks
• Participate in documentation audits as required

• Report delivery risks and recurring issues to the Technical Director
• Provide status updates on assigned projects and client environments
• Surface patterns that indicate systemic issues or future risk

• 5+ years of IT support/administration experience, preferably in an MSP or consulting environment.
• Solid troubleshooting skills and the ability to work independently.
• Strong knowledge of Microsoft 365 administration, Windows Server / Active Directory, and networking basics (firewalls, VLANs, VPNs, DHCP/DNS).
• Proficient with backup and security tools (EDR/AV, MFA, patching).
• Proficient with RMM (Remote Monitoring & Management) tools.
• Excellent communication and customer service skills.

• Experience with cloud platforms (Azure, AWS).
• Light scripting/automation experience (Power Shell).
• Experience setting up and administering Solid Works, ACAD, and ePlan