Senior IT Systems & Network Administrator; Tier 2

Convergence is committed to a culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.

The System Administrator is a Tier 2 technician who acts as a point of escalation for the Service Desk Administrator staff within our Service Teams. The System Administrator is a key part of our service experience by responding to and resolving incoming IT requests and alerts from our customers - over the phone, through email, and in person when needed. The System Administrator position will spend the bulk of their time within service support’s daily operations working with a myriad of business, technologies, applications and personalities to solve issues and tickets.

• Act as the primary escalation point for our Service Desk Administrators, handling customer facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
• Be responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Tier 3 Network Administrator (NA).
• Be responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro‑active maintenance), excluding projects, is to be expected.
• It is expected the majority of this work can happen during normal business hours. It is expected a limited number of client maintenance tasks will require some work outside of normal business hours.
• Handle overflow inbound call volume during busy times.
• Act as the on‑call support on a rotational basis.

• High school diploma or equivalent.
• 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing onsite and remote/phone support in a fast paced, high‑volume environment.

• Experience/skills in maintaining and supporting on‑premises Windows servers including Server 2010, 2013, 2016, 2019 and Office 365 administration.
• Windows 10, 11 operating systems and limited Mac desktop operating systems.
• VPN remote implementation, troubleshooting, and problem resolution.
• Active Directory and Group Policies.
• Azure AD, Azure Backup Tools and Microsoft 365 stack.
• Network, remote and onsite support.

• Knowledge and understanding of mail flow troubleshooting, TCP/IP and security best practices.
• Backup and recovery software and methodologies with tools such as Datto, Veeam and Microsoft Azure.
• Firewalls, networking/routing (switches, routers, etc.), and wireless configurations.

Group benefits plans (including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP). Education and certification reimbursement is also available so we can help you grow.