Systems Administrator II

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Overview

At Ntiva, we’re more than a Managed Services Provider; we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. We value growth, innovation, and teamwork, and we’re built on a culture of passion for our work and for one another. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support.

With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast‑paced industry, facing cybersecurity threats and rapid technology changes together.

How You’ll Make An Impact

As a System Administrator II, you will provide on‑site technical support to clients. You will be responsible for implementing, maintaining, and improving client infrastructure. This position is an advocate for the client, ensuring that Ntiva and the client are aligned to reach the common goal of a secured and high‑performance infrastructure that meets their business needs.

Location and Work Expectations

• This exciting opportunity is based in our Shreveport office and includes travel to client sites throughout the area.
• Must have a valid driver’s license and insured vehicle. Travel may require up to 1.5 hr drive to the location.

What You Will Be Doing Client Service

• Provide responsive client service; answer internal and external client/vendor calls quickly and pleasantly.
• Build and maintain long‑term client/vendor relationships.
• Maintain exceptional client service, understanding client satisfaction and perception.

IT Service and Support Functions

• Provide IT support services for clients’ infrastructure, including clients’ core business applications.
• Acquire specific knowledge of the client and how IT relates to their business.
• Develop in‑depth knowledge of the service offerings and how they relate to clients’ needs.
• Participate in projects by performing assigned duties.
• Perform other related technical duties as assigned.

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to Service Manager.
• Update documentation for client configurations or processes.
• Communicate managed services installation and maintenance with Centralized Services.
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages.
• Utilize active listening and client‑care skills to identify potential concerns.
• Report client concerns or complaints to Service Manager, VP Operations, and CXO.
• Answer internal and external communications timely and professionally.
• Contact client within 3 business days for tickets in Follow‑Up status unless issue requires further delay as noted on the ticket.
• Close tickets within 7 business days unless issue requires further delay as noted on the ticket.

Professional Development

• Routinely take self‑paced training in technologies relevant to the team.
• Obtain industry certifications on a consistent basis.

Administrative

• Enter time worked on each ticket daily.
• Schedule service delivery via the scheduling calendar in the ticketing system.
• Enter expenses on service tickets for any related credit card purchases and submit receipts daily.
• Submit time sheets on a weekly basis, due by Saturdays at 12:00 P.

You’ll be successful in this role if you have experience in/with

• College or technical degree or 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco.
• Experience working for a Managed Services Provider.
• Windows workstation repair, maintenance, malware removal, and deployment.
• Configuring network settings on workstations.
• RDP client support.
• Office 365 account and client support.
• Server backup monitoring and maintenance.
• Wireless connectivity for mobile devices and workstations.
• Mobile devices – smartphones, tablets, and laptops.
• Exchange mailbox administration.
• Active Directory account creation and management.
• Network drive and printer mappings.
• Diagnosing network connectivity issues for workstations.

Required Language Skills

• Ability to communicate professionally, in English, both written and orally.
• Ability to…