Managed Services Systems Administrator

Job Description:

Managed Services System Administrator

Reports to:

Service Delivery Manager

The Managed Services System Administrator is responsible for resolving complex, high-severity, and systemic technical issues across managed customer environments. This role supports Managed Services by serving as the final technical escalation point when issues exceed Level 1 and Level 2 scope, requiring deeper technical expertise, cross-system analysis, and permanent resolution.

This position requires advanced technical capability across Microsoft 365, identity, endpoint management, networking, servers, cybersecurity tools, and customer environments. The Managed Services System Administrator strengthens service delivery by identifying root causes, implementing permanent fixes, improving system stability, and reducing repeat escalations.

• Resolve complex, high-severity, and systemic incidents that require deep technical expertise.
• Troubleshoot issues across users, workstations, Microsoft 365, networking, security tools, servers, and customer environments.
• Own escalated issues through resolution, reassignment, or proper escalation.
• Communicate findings, impact, and next steps clearly during critical issues.

• Perform advanced troubleshooting to improve reliability, performance, and scalability.
• Identify configuration, performance, or system issues creating recurring support impact.
• Implement approved optimizations that improve customer environment stability.
• Recommend improvements when systems or tools create unnecessary support load.

• Serve as the highest technical escalation point within Managed Services.
• Provide decisive resolution when issues exceed Level 1 and Level 2 scope.
• Support the team by clarifying technical direction during complex escalations.
• Escalate to the CTO when architectural direction, standards changes, or exceptions are needed.

• Identify root causes of recurring, critical, or high-impact issues.
• Implement permanent corrective actions to prevent repeat incidents.
• Recognize patterns across tickets, customers, tools, and environments.
• Recommend training, SOP, documentation, or standards updates when needed.

• Execute technical work in alignment with CTS technical standards, architectures, and guardrails.
• Identify environments, tools, configurations, or processes that do not align with standards.
• gaps, conflicts, unsupported workarounds, or technical risks.
• Provide clear technical context when standards are unclear or difficult to apply.

• Document complex resolutions, system changes, and permanent fixes.
• Maintain clear ticket notes in Connect Wise Manage and update IT Glue when needed.
• Share knowledge with Level 1 and Level 2 technicians to reduce unnecessary escalations.
• Improve visibility into repeat issues and known fixes.

• Implement fixes, optimizations, and configuration improvements within managed environments.
• Reduce repeat incidents, escalation volume, and recurring technical disruption.
• Improve the reliability and dependability of managed customer environments.
• Escalate architectural concerns or standards-related changes to the CTO.

The Managed Services System Administrator is expected to resolve complex technical issues independently within approved CTS standards, defined scope, and customer environments. This role may make technical decisions related to troubleshooting, remediation, optimization, and permanent fixes.

This role escalates security concerns, major customer-impacting issues, unsupported workarounds, architectural gaps, and changes that may affect multiple users, systems, or environments.

Microsoft 365:
Understands how identity, access, permissions, Exchange Online, Teams, SharePoint, Intune, and sign-in behavior impact the user experience and can resolve or elevate complex tenant, security, or policy issues with clear technical context.

Modern Cloud & Endpoint Management:
Understands how device management, cloud access, endpoint compliance, application deployment, and remote work tools impact the user experience and managed customer environments.

Legacy Infrastructure:
Understands how traditional infrastructure, Active Directory, servers, permissions, group policy, DNS, DHCP, file shares, and hybrid environments impact daily operations and support stability.

Networking:
Understands how network availability, routing, access, firewalls, VPNs, switching, wireless, VLANs, ISP issues, and infrastructure issues impact customer experience and system reliability.

Cybersecurity:
Understands how security controls, user behavior, access policies, endpoint protection, email security, and customer risk impact support delivery and technical…