Role overview
Silverline Solutions is looking for an experienced, dedicated Senior Administrator Support Specialist (Tier 3), who can help manage the ever-evolving IT needs of our internal and customers’ systems. We are looking for a self-starter with strong technical knowledge and experience who will provide exceptional service to our customers.
Who we are
Silverline Solutions, headquartered in Winterville, North Carolina, is an established comprehensive technology solutions provider focused on delivering exceptional customer experiences. Our passions are our people, our customers, and technology. We offer customers secure and reliable technology solutions nationwide, including data center services, managed services, security services, and our unique and ever-expanding application portfolio.
Who we’re looking for
Our ideal candidate will have at least five years of relevant experience in IT support. This person must have excellent customer support skills, attention to detail, documentation skills, and a passion for learning and assisting customers. The candidate will possess excellent verbal and written communication skills, be organized, and be a self-starter.
This is a full-time, in-office position located in Winterville, NC. We will not consider applicants living outside a 30-mile radius of Winterville, NC. While performing the duties of this job, the employee will be operating within an office environment. The employee may be exposed to the noise of technology and other employees communicating with team members and customers.
We are not accepting candidates from third-party recruiters, nor can we consider applicants from outside the US. We do not currently offer sponsorship for employment Visas.
Responsibilities
Available to provide Tier III technical assistance escalated from the Service Manager and Tier II engineers.
• Troubleshoot customer support issues at the highest level of support via tickets, phone, and remote support.
• Monitor, manage, and analyze system performance and proactively resolve issues for customer environments.
• Ensure we are implementing best practices in customer environments.
• Assist in creating and updating customer and product documentation, SOPs, and template development, as needed.
• Assist in the design, review, and maintenance of documentation for the following items:
a. Client Documentation
b. Process Management (scripts, PowerShell, automations, etc.)
c. SOPs
d. Templates
e. Training Management and Materials
• Constantly monitor cybersecurity alerts and remediations for the client''s environment.
• Stay up-to-date and assist in reviewing emerging technologies for both internal and customer use.
• Must be able to relay knowledge and training to lower-tier engineers.
• Work with the Implementation and Customer Success teams for escalations, project handoffs to support, customer issues, and future customer engagements.
• Assist the Service Manager and the Director of Technology with technical decisions related to MSP and hosted customer environments.
• Assist the Service Manager and the Director of Technology in determining tools and technology to utilize within our organization.
• Assist the Service Manager and the Director of Technology in reviewing current processes and determining ways to optimize the support department further.
• Execute and maintain all assigned tasks and projects.
• Perform any responsibility required to ensure customers are always provided with the best possible service.
• As a salary position, all Senior Administrator Support Specialists (Tier 3) engineers are required to be available for after-hours escalations, though this is a rare occurrence.
Required Experience
• Three or more years of related experience in direct support engagement.
• Five or more years of related experience in information technology.
• Three or more years of working in Microsoft Windows Server environments.
• Strong understanding of Microsoft desktop support (hardware, software, peripherals)
• Experience and extensive knowledge of:
a. Microsoft Windows Server
b. Microsoft Active Directory administration, managing users, objects, groups, roles, GPOs, shares, and permissions.
c. Microsoft DNS administration
i. Knowledge of common DNS record types and their functions.
d. Microsoft 365 administration and tenant management
e. Networking
i. Understanding of TCP/IP principles.
ii. Hardware experience (firewalls, switches, and access points)
iii. VPN experience (software and site-to-site)
• Strong problem-solving abilities
• Effective communication skills, both verbal and written
• Ability to troubleshoot technical issues over the phone (or Microsoft Teams) in a professional manner.
• Ability to achieve VoIP Basic and Advanced certifications within three months of hire.
• Follow company SOP for ticket management.
Preferred Experience:
• Five or more years of related experience in direct support engagement.
• Seven or more years of related experience in information technology.
• Advanced understanding of Microsoft Server
• Advanced understanding of Microsoft Hyper-V
• Advanced understanding of Microsoft Remote Desktop Services.
• Advanced understanding of Microsoft Internet Information Services (IIS).
• Advanced understanding of networking principles
• Advanced understanding of networking equipment (Routers, Switches, Wireless Access Points)
• Preferred experience with VoIP system administration
• Advanced understanding of Azure and 365, including experience with DMARC, DKIM, and SPF
• cPanel
• Linux / Unix
What we offer
At Silverline Solutions, we believe in taking care of our employees and supporting their overall well-being. We offer a comprehensive benefits package designed to help you personally and professionally thrive. As part of our team, you will have access to the following benefits:
• Health & Wellness: Comprehensive medical, dental, vision, and disability insurance plans to ensure your health and well-being.
• Supplemental Wellness Options: A variety of optional insurance plans, to meet specific needs you may have.
• Retirement Plans: 401(k) plan (Traditional and Roth) with company match to help secure your financial future.
• Paid Time Off (Vacation): Generous vacation, sick time off, and holiday pay to help you maintain a healthy work-life balance.
• Professional Development: Ongoing training opportunities and career growth support to help you advance your career.
• Employee Assistance Program (EAP): Access confidential counseling and support services for mental and emotional well-being.
• Additional Perks: Employee discounts, team-building events, and more.
• We are committed to fostering a positive work environment where all employees can succeed, grow, and feel supported.
Job Type: Full-time
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