General Description:

The primary responsibility for the System Administrator is to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. You will be heavily relied upon by the entire Flexential team to support, maintain and provide insight to our customers when they are in a high level of need. It’s vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer’s incident to a resolved state.

Responsibilities:
Excellent verbal and written communication skills to enable concise and clear updates to customer service requests and incidents in a prompt manner
Identify recurring incidents within a customer’s environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issues
Desire to stay current on technology trends and Information Technology concepts
Collaborate with customers and teammates to determine improvement areas for capabilities and processes
Strive for First Call Resolution utilizing your troubleshooting skills and following the defined Flexential processes
Engage customers in a professional manner, resolving requests and incidents with a high sense of urgency and ownership
Be a team player focused on collective improvement and growth
Ability to quickly learn and apply knowledge of Flexential technology solutions to support incident management within customer environments, including incident response across the following areas:  Microsoft & Linux OS, Cisco devices, Fortinet firewalls, CommVault backup solutions, VMware, Cloud Computing, Disaster Recovery systems, and much more…
Adhere to the Flexential Core Values (Customer-centric, Collaborative, Caring, Competitive, Committed, Fun, Bold, Honest, Innovative)
For more experienced team members, mentor first level staff and serve as a primary escalation point for incidents and requests

Requirements:
5+ years of experience working within an IT Support environment
AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field
Network +, Security + and / or CCNA desired
Microsoft MCP or MCSA preferred
Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)
Current experience applying troubleshooting techniques across various server, application, and network technologies including:
Remote Desktop, SSH, FTP
Microsoft Server Technologies (e.g. Server 2012) and OS Administration
VMWare and/or other virtualization technologies
Linux (or other *nix platforms) Administration
VLAN’s, ACL’s, IP subnets
Networking and Switching concepts
Load Balancing
Firewall Configuration
Strong interpersonal communication skills, excellent problem-solving skills, and a positive, customer satisfaction mindset are critical to this position
Preferred: Experience with ticketing systems in an ITIL environment; ITIL v3 certification