System Administrator

Proda Technology is a fast-paced Managed IT Services and Security Provider based in Atlanta, GA. We have been in business for 12+ years. Our Niche is a unique culture that fosters the best in our people. Our Vision is to drive client success through strategic technology partnerships and solutions. Our core values are what will get us there: lead with soul, have fun, adapt and evolve, be resourceful, and commitment to people. If this is motivating for you, then we invite you to apply for this service delivery opportunity.

As a Systems Administrator you will be responsible for supporting core managed service offerings, which include cloud services, cyber security management, cloud-based backups, and infrastructure monitoring and problem remediation. Through Proda Technology’s ticket workflow processes and systems, the Systems Administrator will perform desktop-level support for a variety of systems, environments, clients, and end-users. The Systems Administrator will work closely with client end-users and other Proda Technology resources to address all technical support requests, with a goal to leave the end-user feeling that they have received service of the highest quality possible. The Systems Administrator roles are primarily focused on end user support, but exposure to and development of Server and Network systems knowledge is essential and part of the overall career path.

Duties and Responsibilities

• The desire and ability to mesh with a close-knit team of professionals in a small business atmosphere.
• Provide desktop-level user support, mobile device support, user administration, and basic server management as required.
• Document thoroughly and professionally all work performed as well as any information that is discovered but not yet documented.
• Provide remote and on-site (as needed) support with a focus on quality and client satisfaction to ensure consistent service delivery.
• Work with other team members to identify new opportunities for clients to improve their business with technology.
• Follow Proda Technology’s processes and workflows to ensure timely escalation of issues.
• Perform system and network diagnostics and fixes.
• Work with hardware and software vendors.
• Assist with client onboarding, projects, documentation or testing of client environments.
• Manage time appropriately to meet SLAs and document time accurately as work is completed.
• Follow and help improve Proda Technology’s processes, systems, and tools.
• Participate and collaborate as needed to assist fellow team member(s).
• Accept direction from leadership, project management teams and executives as needed.
• Participate in the after-hours on-call rotation as required.

Knowledge, Skills, and Qualification Requirements

• Understand and consistently act in accordance with the company core values.
• 4-year bachelor’s degree or equivalent professional experience.
• Minimum 2 years’ experience providing computer technical support for end users.
• Minimum 2 years’ experience installing, deploying and configuring desktop equipment for end users.
• Minimum 1 year experience working at a Managed Services Provider.
• Entry level industry certifications (A+, Net+, CCENT, MCP) or completion within 1 year of employment.
• Understanding and embracement of accountability, ownership, and customer experience concepts.
• Understanding of basic best-practice security processes.
• Ability to document all activity in detail and an appreciation of the importance of quality documentation.
• Ability to work in a fast-paced environment and effectively meet deadlines.
• Excellent time management/organization skills with the ability to handle multiple tasks and accurately document activity.
• Demonstrated logical troubleshooting methodology.
• Excellent written and verbal communication skills and ability to adapt to different audiences as required.
• Able to explain technical concepts in clear and understandable “human” language.
• Self-motivated with the ability to function autonomously with minimal supervision.
• Strong customer service mentality.
• Strong team player with the ability to collaborate with staff of differing skillsets and personalities.
• Basic understanding of network topology and core concepts (DHCP, DNS, etc.).
• Experience troubleshooting and configuring mobile devices (iPhone, Android, etc.).
• Experience with research and testing concepts to aid in troubleshooting unknown issues.
• Basic understanding of WLAN and experience supporting end user wireless connectivity.
• Basic understanding of business continuity concepts, backup and disaster recovery terminology and processes.
• Support and administration in the following areas: Windows Desktop and Server Operating Systems, Microsoft Exchange, Microsoft 365, Cloud Services, Microsoft Azure, Enterprise Mobility + Security and Identity Management, Virtualization and Storage
• Exposure to Core MSP Tools is a Plus: Datto Autotask (PSA), Datto AEM (RMM), and IT Glue

Working Conditions

The majority of work will be performed from Proda Technology headquarters in Atlanta, GA. Proda Technology has dogs who come to the office on a daily basis. Occasional travel to client locations and on-call rotations will be required. Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other technology equipment as required up to 30lbs. Most work hours will be spent seated at a computer monitor using a mouse and keyboard. Occasional driving to and/or from Proda Technology headquarters or client locations may be required.

This job description is not all-inclusive. The employee may be required to perform other related duties as requested to meet the needs of the organization.

Benefits:

• 401(k) with Company match
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible spending account
• Paid time off
• Paid maternity/paternity leave
• Professional development assistance
• Referral program

Schedule:

• Monday to Friday
• On call