System Administrator

CloudIT LLC; Totowa (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

CloudIT LLC in Totowa, NJ is seeking a Systems Administrator to provide advanced technical support and infrastructure management across on-premise and cloud environments. The role mentors Tier 1 Service Specialists, triages escalated tickets, and engineers solutions while ensuring clear client communication and thorough documentation.

The ideal candidate has 2–4 years of hands-on experience, maintains security practices, and pursues certifications to stay current.

Qualifications

• 2–4 years hands-on experience in technical support, systems administration, or a related role.
• Proficiency with virtualization, networking basics, and Windows/Microsoft technologies.
• Certifications like CompTIA A+ or Microsoft Fundamentals encouraged within the first year.

Responsibilities

• Mentor Tier 1 Service Specialists and triage escalated tickets.
• Provide hands-on support for core applications and virtual environments (Hyper-V, VMware).
• Manage network infrastructure, switches, routers, and firewalls; ensure security.
• Document configurations, changes, and troubleshooting steps for records.
• Engage in disaster recovery planning and security improvements.
• Communicate clearly with clients about incident status and maintenance.

Skills

Advanced technical support

Mentorship

Troubleshooting

Documentation

Client communication

ITSM familiarity

Network fundamentals

VPN/Remote access

Data center operations

Education

Bachelor's degree in Computer Science or IT

High school diploma or GED

Tools

VMware vSphere

Microsoft Hyper-V

Parallels

Cisco IOS/CLI

Windows Server

Exchange

SQL Server

SharePoint

Microsoft 365

ITIL Foundation

Job description

Job Purpose

The Systems Administrator provides advanced technical support and infrastructure management to ensure timely, effective resolution of service requests. This role mentors Tier 1 Service Specialists, handles escalated incidents, and engineers solutions across on-premise and cloud environments. The ideal candidate communicates clearly with clients, documents thoroughly, and actively expands their technical skills through continuous learning and certifications.

Duties and Responsibilities

Tier 1 Support & Mentorship

• Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative team environment.
• Triage and resolve escalated tickets, thoroughly diagnosing complex technical issues and implementing effective solutions.

Technical Support & Systems Engineering

• Deliver hands‑on support for core business applications, virtual environments (Microsoft Hyper‑V, Parallels, VMware), and network infrastructure (WAN/LAN, switches, routers, firewalls).
• Support Microsoft technologies: Windows Server, Exchange, SQL Server, SharePoint, and Microsoft 365.
• Engineer and deploy system solutions tailored to client needs.
• Perform hands‑on work in data center environments, including racking and stacking network equipment, patching fiber and copper cabling, and troubleshooting physical layer connectivity.

Client Communication & Service Delivery

• Maintain clear, professional communication with clients regarding incident status, planned changes, and scheduled maintenance.
• Resolve issues efficiently while ensuring a positive client experience.

Documentation & Consulting

• Document system configurations, changes, and troubleshooting steps to maintain accurate, accessible records.
• Conduct system reviews and provide recommendations to improve performance, reliability, and security.

Disaster Recovery & Security

• Implement and support disaster recovery solutions to protect data integrity and business continuity.
• Maintain network security through firewalls, VPNs, and access controls.

Continuous Improvement

• Stay current with emerging technologies and industry best practices.
• Pursue relevant certifications to advance technical competency.

Required Qualifications

Experience & Education

• High school diploma or GED required.
• 2–4 years of hands‑on experience in technical support, systems administration, or a related role.

Certifications

• CompTIA A+ or a Microsoft Certified Fundamentals certification (e.g., MS-900, AZ-900).
• Within one year of hire, obtain one of the following associate‑level certifications (training provided):
  • Microsoft Associate (e.g., AZ-801, AZ-104)
  • CompTIA Network+
  • IT Glue Certified Professional Level 1
  • Son icWALL SNSA
  • Fortinet FCA
  • Cisco CCST
  • VMware VCTA
  • Other comparable vendor or industry associate‑level certifications will be considered.

Technical Skills

• Proficient in diagnosing and resolving issues across workstations, servers, networks, and applications.
• Experience with virtualization technologies and remote access solutions (VPN, Terminal Services / Remote Desktop).
• Familiarity with IT service management (ITSM) principles and support tools.
• Comfortable working in enterprise data centers and IDF/MDF closets; experienced with Cisco IOS/CLI for switch configuration, VLAN management, trunking, and basic routing troubleshooting.

Core Competencies

• Excellent customer service and communication skills, with a focus on active listening and empathy.
• Strong problem‑solving ability and attention to detail.
• Comfortable working in a fast‑paced environment with multiple competing priorities.
• Self‑motivated with a demonstrated commitment to learning and growth.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Familiarity with VoIP phone systems and basic troubleshooting.
• ITIL 4 Foundation certification.
• Cisco CCNA or equivalent hands‑on Cisco experience including Catalyst and Nexus platforms.

Performance Expectations

• Meet or exceed key service desk metrics, including:
  • Response time (acknowledgment and first response)
  • Mean Time to Resolution (MTTR)
  • Utilization and efficiency targets
  • Customer satisfaction (CSAT) scores
• Maintain accurate, thorough ticket documentation to enable seamless collaboration with Tier 2/3 teams.
• Maintain required PII/data‑protection training scores.
• Provide consistent, professional communication with clients and internal stakeholders.

Working Conditions

• 40‑hour work week; on‑site, remote, or hybrid as business needs require.
• Flexibility to work varied shifts and provide on‑call coverage as needed.
• Occasional travel may be required for on‑site client support.

Physical Requirements

• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Ability to stand, bend, and work on ladders for extended periods in data center and server‑room environments.
• Comfortable working in cold‑aisle, loud environments and lifting equipment up to 50 lbs.