Systems and Support Administrator

Job Title: Systems and Support Administrator

Reports to: Technical Director

Job Type: Full-Time

Work Schedule: Monday - Friday, standard business hours.

Travel for Company business to customer sites to install, troubleshoot and support customer hardware/software will be required.

Location: Rochester Hills, Michigan

• Serve as a primary point of contact for inbound technical support requests via phone, email, and ticketing system; triage, prioritize, and resolve tickets in accordance with defined SLAs.
• Provide Tier 1 and Tier 2 remote and on-site support for end users across multiple client environments, including hardware, software, peripherals, connectivity, and cloud service issues.
• Support client onboarding and offboarding workflows including account provisioning/termination, device setup, and access management across client systems.
• Deliver proactive client communication regarding open tickets, scheduled maintenance windows, and known issues; maintain a professional, service-first approach in all interactions.
• Administer Microsoft 365 and Google Workspace environments including user provisioning, licensing, email configuration, shared mailboxes, distribution groups, MFA enrollment, and cloud migrations.
• Manage Azure Active Directory/Entra  on‑premises Active Directory including user and group administration, Group Policy (GPO), conditional access policies, and hybrid identity configurations.
• Perform workstation imaging, deployment, and configuration using standardized build processes; manage device enrollment and policy enforcement via MDM/RMM platforms.
• Manage and resolve issues related to endpoint security tools including EDR, DNS filtering, email security, and password management.
• Implement network security controls including guest networks, VLAN isolation, and compliance with frameworks such as HIPAA and CMMC.
• Design, implement, and maintain LAN/WAN/WLAN infrastructure for SolvIT clients including routers, managed switches, access points, and SD‑WAN solutions; configure VLANs, QoS, and inter‑VLAN routing.
• Configure and manage next‑generation firewalls (NGFW) including policy creation, NAT rules, VPN tunnels, and security zone segmentation; platforms include Fortinet, Sonic Wall, and Cisco Meraki.
• Perform network assessments and site surveys for new and existing clients; document current‑state topology, identify gaps, and present recommendations for remediation or infrastructure upgrades.
• Monitor network and system health across the client base using RMM and monitoring platforms; proactively identify and resolve performance bottlenecks, outages, and hardware failures before they impact end users.
• Lead and assist technical colleagues with administration of network infrastructure including firewalls, switches, routers, wireless, SANs, and both physical and virtual server environments.
• Maintain accurate ticket documentation, time entries, and resolution notes within the PSA/ticketing platform; adhere to SolvIT’s service desk SOPs and escalation procedures.
• Maintain up‑to‑date network diagrams, IPAM records, hardware inventory, vendor activity logs, and system standards documentation across all managed client environments.
• Plan and execute structured cabling, rack installation, patch panel termination, and equipment deployment at client sites; coordinate with vendors and third‑party ISPs as needed.

• 3+ years of experience working in an MSP (Managed Service Provider) environment or similar, with direct customer‑facing technical support responsibilities.
• 3+ years’ hands‑on experience with SANs, WANs, routers, switches, and wireless infrastructure; strong working knowledge of TCP/IP, VLANs, BGP, OSPF, EIGRP, MPLS, STP, LACP, and 802.11 wireless standards.
• 3+ years’ experience with system administration and engineering including server deployment and maintenance, and scripting/automation in both Linux and Windows environments.
• Proficiency with next‑generation firewall platforms (e.g., Fortinet, Sonic Wall, Cisco Meraki) including policy management, NAT, and VPN configuration.
• Experience with Microsoft 365 and Google Workspace administration, including Exchange Online, SharePoint, Teams,…