System and Network Administrator  

Responsible for technical support, incident recording and triage of issues raised by BEL USA, LLC clients via phone, email, internal escalation or system generated alerts. Provide strategic advice to the Systems and Networking Manager on hardware/software installations, quality control, and performance-tuning of all datacenter and cloud systems, while maintaining established Service Level Agreements (SLAs). Share professional expertise to provide knowledge transfer to other junior team members. Serve as a point of escalation for departmental and client issues.

Critical Functions:

• Provide technical support to the BEL USA, LLC datacenter on-premise and cloud infrastructure by monitoring performance, pro-active maintenance, and troubleshooting of hardware and software issues as necessary.
• Resolve all complex technical issues pertaining to servers, storage, WAN and LAN connectivity, routers, firewalls, and security in accordance to the established SLAs.
• Take complete ownership of incidents, problem, change requests and client interactions in a timely manner to ensure that all service level objectives are met.
• Responsible for the administration and support of the Cloud Backup system.
• Responsible for monthly Patch Management and Virus Protection of all environment end-points and servers.
• Responsible for the administration and support of the Network Infrastructure Monitoring solution.
• Provide remote control support for all servers in the environment using our Remote-Control Management system.
• Work as part of the Technical Support Services Center team to meet identified goals and objectives.
• Coordinate and communicate with third party escalation resources, clients and various internal stakeholders during planned or unplanned outages.
• Communicate effectively with clients and staff at all levels.
• Responsible second level VPN support to ensure that all remote clients can access our network remotely.
• Enforce company process, guidelines and procedures.
• Work with Dispatch to produce and maintain technical documentation.
• Perform special projects and other duties as assigned by Systems and Networking Manager.

Education:

• BS degree in IT, Computer Science or any related field,

Experience:

Minimum Five Years of technical experience in the following fields:

• Experience in administering and supporting LAN/WAN environments.
• Experience with basic switching and routing topologies.
• Experience with basic firewall technologies (Cisco ASA).
• Experience with administering and designing complex Microsoft Windows Active Directory topologies.
• Experience with datacenter operations architecture design and solutions.
• Experience with backup and recovery methodologies (Acronis Cloud Backup).
• Experience with email and spam filtering services (Software as a Service - SaaS).
• Experience with Citrix and Linux Virtualization information technology environments.
• Experience with LAMP infrastructure especially MySQL
• Experience with Anti-Virus protection, Patch and Remote Management of systems.
• In-depth knowledge of Microsoft Exchange Server and Office 365.
• In-depth knowledge of VMware vSphere 5.5 and above.
• In-depth knowledge of DNS, DHCP, TCP/IP and VoIP.
• In-depth knowledge of Storage Area Networks (EMC, Dell, HP, etc.).
• General understanding of cloud telecommunications technologies.
• Proven commitment to customer service excellence.

Preferred Qualifications:

• Experience working with RMM tool, such as ConnectWise Automate.
• Experience working with a Ticket Management system, such as JIRA Service Desk.