Managed Services & Systems Administrator — Rochester, NY

Department

IT Services Group

Travel Required

Local/day travel as needed

Reports To

Director, IT Services

Billable Hours Goal

80% of worked hours during designated customer-service/field days

The Managed Services & Systems Administrator is a hybrid technical role that combines the proactive administration and improvement of 7HKhre'G managed services technology stack with hands-on technical support for our customers.

The position is generally structured with approximately three days per week focused on Managed Services Administration and two days per week providing customer-facing IT Systems Administration services. Scheduling may vary based on customer and business needs.

In the Managed Services Administration portion of the role, this individual works primarily behind the scenes to monitor, maintain, upgrade, troubleshoot, and automate 7HKhre'G managed services platforms and customer environments. The position supports the broader technical team by identifying issues proactively, improving alerting and automation, working with technology vendors, and helping ensure the health and reliability of managed customer environments.

In the IT Systems Administration portion of the role, this individual provides onsite and remote technical services to customers, including troubleshooting, maintenance, escalated support, and administration of customer infrastructure. During designated customer-service days, the position is expected to maintain an 80% billable utilization goal.

The successful candidate will enjoy both proactive technology administration and direct customer interaction and will be comfortable transitioning between internal managed-services responsibilities and customer-facing technical work.

RnwmRPu NyW85N9h GNbqajSxrAU6Ma – Approximately 60%

Perform daily monitoring of internal and external managed infrastructures.

Administer, maintain, and improve 7HKhre'G managed services technology stack.

Provide behind-the-scenes technical support to service desk and field technical teams.

Monitor alerts and identify opportunities to proactively resolve recurring customer issues.

Continually improve managed services alerting, monitoring, scripting, and automation.

Liaise with software, hardware, and cybersecurity vendors to troubleshoot and resolve technical issues.

Perform network and infrastructure health analysis for managed services customers.

Assist with reporting on the health, performance, and security of managed customer environments.

Assist with the testing, implementation, documentation, and ongoing administration of new managed services technologies.

Contribute to departmental goals related to SLA performance, case resolution, operational efficiency, and customer satisfaction.

W6 XNyztHB ZF4sFv4PMTZAPZ – Approximately 40%

Provide onsite and remote technical support for byqqHE customers.

Maintain an 80% billable utilization goal during designated customer-service/field days.

Respond to customer inquiries in a courteous and professional manner.

Troubleshoot and resolve escalated service desk and customer infrastructure issues.

Provide desktop, server, Microsoft 365, network, and related infrastructure support.

Administer and maintain user accounts, permissions, email, and related services.

Perform remote and onsite scheduled maintenance.

Troubleshoot workstation, server, networking, firewall, backup, and software issues.

Create, document, update, and escalate customer issues according to established ticketing standards and SLAs.

Follow established change-management and customer-support procedures.

Identify potential customer needs and sales opportunities and communicate them to the appropriate team members.

Participate in the emergency on-call rotation.

Maintain accurate and timely timesheets and service documentation.

Work collaboratively with Service Desk, Systems Administration, Cybersecurity, and other IT Services team members.

Maintain current technical knowledge and continually develop skills related to 7HKhre'G managed services platforms and customer technology environments.

Microsoft Windows Server

Microsoft Active Directory and Entra ID

Microsoft 365

Microsoft Intune

N-central RMM or similar remote monitoring and management platforms

Enterprise backup and disaster recovery solutions

Firewalls and network infrastructure, including SonicWall

Windows workstation operating systems

Microsoft Office applications

The individual should possess strong workstation, server, networking, and cloud troubleshooting skills and have the ability to diagnose both individual technical incidents and broader systemic issues.

Pleasant and professional demeanor in all customer and internal communications.

Strong organizational and time-management skills.

Ability to transition effectively between proactive administrative work and customer-facing technical support.

Ability to manage multiple priorities and changing customer needs.

Ability to work independently without direct supervision.

Ability to work effectively with customers at all levels, from executives and IT personnel to end users.

Operates with customer satisfaction in mind.

Bachelor's degree in Information Technology or related discipline preferred.

~3–5+ years of relevant IT experience supporting business technology environments.

~ Experience in an MSP or other multi-customer technical environment preferred.

~ Experience providing both remote and onsite technical support preferred.

~ Relevant Microsoft, CompTIA, SonicWall, or other industry certifications preferred.

Regular use of computers and standard office equipment.

Ability to perform the administrative functions expected of the position.

Ability to work both in the byqqHE office and at customer locations.

This position is expected to generally spend approximately three days per week performing Managed Services Administration responsibilities and approximately two days per week performing customer-facing IT Systems Administration responsibilities. The actual schedule may vary based on customer demand and business needs.

An 80% billable utilization goal applies to designated customer-facing IT Systems Administration days.

Ability to travel locally to customer locations as required.

Ability to occasionally work evenings or weekends as customer or business needs require.

Valid driver's license and reliable personal vehicle.

Participation in the department's emergency on-call rotation is required.

32-40 Hourly Wage