Systems Administrator II

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? 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. Ntiva is a culture of people who are passionate about the work…and each other.

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.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How You'll Make an Impact

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

Location and Work Expectations

• This is a hybrid-remote role with approximately 30% on-site at client locations throughout the DFW, Houston, Texas area. The specific allocation of remote versus onsite requirements may fluctuate based on business needs.

• Schedule: Monday - Friday, 8:00am to 5:00pm CST

• This role also includes participation in a rotating on-call schedule.

What You Will be Doing

• Client Service:
  • Provide responsive client service.  Answer internal and external client/vendor calls quickly and pleasantly.  Communicate in a friendly, professional, and patient manner. 
  • Perform all duties with the goal of building and maintaining long-term client/vendor relationships. 
  • Maintain exceptional client service, understanding client satisfaction and perception.
• IT Service and Support Functions:
  • 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 in identifying 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 notated on the ticket.
  • Close tickets within 7 business days unless issue requires further delay as notated 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 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 12PM. 

You’ll be successful in this role if you have

• 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