System Administrator

Convergence Networks; Yakima (WA); On-site; USD 60,000 - 80,000; Full time

Job summary

Convergence Networks is seeking a skilled Network Administrator to act as the primary escalation point for our Service Desk, handling high-skill tickets and maintaining client infrastructure. The role includes ensuring tickets are actionable or escalated to Tier 3 when needed, and maintaining documentation for health and maintenance of client networks.

The position also requires handling overflow calls, and participating in an on-call rotation to cover after-hours support as needed.

Qualifications

• High school diploma or equivalent.
• 3+ years of relevant IT experience in network/sys admin or tiered support.
• Excellent troubleshooting skills across hardware and software components (PCs, servers, firewalls, switches, routers, Windows).
• Experience providing on-site and remote/phone support in a fast-paced environment.

Responsibilities

• Serve as the primary escalation point for Service Desk Administrators for high-skill or time-intensive tickets.
• Maintain client infrastructure tickets: resolve or ensure actionable before escalation to Tier 3 NA.
• Ensure health, maintenance, and documentation of assigned client networks; manage incidents and maintenance.
• Handle overflow inbound calls during peak periods and participate in on-call rotation.

Job description

• Act as the primary escalation point for our Service Desk Administrators, handling customer facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
• Be responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Tier 3 Network Administrator (NA).
• Be responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected. It is expected the majority of this work can happen during normal business hours. It is expected a limited number of client maintenance tasks will require some work outside of normal business hours.
• Handle overflow inbound call volume during busy times.
• Act as the on-call support on a rotational basis.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• High school diploma or equivalent.
• 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.