Support Systems Administrator / Level 2

• Be Transparent – open and honest is not optional
• Be Helpful – enthusiastic, flexible, supportive, and team oriented
• Be Exceptional – together we can go beyond great, and be exceptional

• Provide exceptional customer service to clients in support of incident and service request tickets.
• Execute problem tickets (PT) as the problem manager, communicating internally and externally until the PTs are resolve.
• Execute mitigation efforts on infrastructure and Pager Duty alerts.
• Organize, track, and prioritize workload to exceed client expectations
• Effectively capture technical issues and document in our ITSM (Halo PSA).
• Assist Service Desk team and System Administrator team to resolve complex issues
• Effectively communicate and interact with clients on complex support tickets
• Provision, troubleshoot and effectively resolve various technology issues
• Follow procedural documentation to triage, remediate, setup and provision solutions across a variety of technologies.
• Ensure that current technical documentation and KB articles are complete, accurate and up to date after each ticket.
• Provide support after-hours as part of a team on-call rotation

• Proven track record of success, including completion of bachelor’s degree and/or technology certifications
• Professional Technology Experience of 5+ years
• System Administration experience of 1+ years
• Experience working as part of a tiered Service Desk team
• Excellent communication and documentation skills
• Proven ability to provide exceptional client service and communicate with team members and clients at all levels of the organization
• Strong analytical, troubleshooting, and problem-solving skills
• Experience installing, configuring, and troubleshooting, and administering applications
• Knowledge and experience with PowerShell scripts and automation
• Proven ability to initiate and drive new processes, adapt, learn, and apply knowledge toward continuous improvement
• Experience working with and troubleshooting security alerts, including spam alerts
• Basic understanding of network concepts, firewalls and network switches
• Experience and knowledge of: Windows Server Operating Systems and Active Directory
• Knowledge of Virtualization - VMware or HyperV
• Strong understanding and experience supporting Microsoft 365 and Azure
• Strong focus on team success
• Ability and passion to continuously learn new technologies in a fast-paced environment

• Excited to work with the latest technology and cybersecurity solutions
• Own your experience, and be proud of it
• Excited and passionate about learning new technology
• Want to collaborate with others to solve problems and find a better way
• Always looking to make improvements – continuous improvement focus and really enjoy making an impact
• Drive and ambition to grow and initiate change
• Put the needs of others, especially clients, first
• Excited to come to work every day and help the TEAM succeed
• Flexible and have a positive attitude
• Ambition for advancement and your own continuous improvement commitment
• Career focused – want to grow and prepare for your next role at Awecomm
• Ability to work in a hybrid WFH/WFO environment

• Awecomm culture, values, purpose, and mission
• Casual work environment
• Work with great team members committed to the overall success of the team
• Fun office events and offsite activities
• Included 24/7 onsite fitness center (includes private showers)
• Included access to onsite golf simulator
• Located in the heart of Troy, walking distance to several restaurants
• Onsite full-service café (when walking outside is not ideal)
• Office lounge, snacks, and free flavored water and soft drinks
• Competitive pay and benefits, including 401k Plan with company match
• Team recognition program – earn points toward swag, gift cards, & more
• Profit sharing plan – we all share in our collective success
• Career advancement with career development

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