Systems Administrator - Reactive Team

Company: Affinity Technology Partners
Location: Nashville
Posted on: June 25, 2022

Job Description:

Position Summary:The Support Team is the first line of defense and jack of all trades resource at Affinity Technology Partners. - -This position is the voice, personality, and day to day hero to many of our end users. This position responds to end user tickets and requests, with the goal of resolving all issues they might experience. The role is reactive by nature, responding to a wide variety and volume of break-fix technical issues. System Administrators within the Support Team establish client expectations per Affinity's Complete Care Agreements while delivering world class service. This position will quickly gather information, make an informed decision, and communicate expectations of resolution to the end user. - - - -Essential Functions & Responsibilities:*Provide technical support to clients by responding to phone calls, emails, and alerts from the technical toolsets leveraged by Affinity*Ensure all user information is captured and entered into the PSA according to Affinity processes*Set and manage the expectations of the client for how and when each ticket will be handled*Utilize team resources, tools, and documentation to quickly and efficiently drive resolutions*Follow the Affinity escalation process to ensure that issues are dealt with in a timely and appropriate manner*Document technical steps towards resolution in the PSA, accurately and in real time*Engage vendors to drive resolution on tickets related to third party applications -*Continually keep each client informed of and updated as to the progress of each ticket*Identify the root cause to plan and execute a permanent solution to persisting issues*Participate in on call rotation and be available for periodic after hours and weekend projects*Periodically conduct onsite client visits to drive a ticket to resolution*Follow up with client to ensure issues are resolved to their satisfaction and ensure the problem does not reoccur -*Work each ticket which you are assigned to daily, with accurate time entry and notes*Identification of recurring issues and patterns for discussion and root cause*Create, correct, and update documentation across all tools*Attend and have input at various team huddles, meetings, and company forums*Be flexible and willing to help other Affinity departments and team-members, we succeed and fail as a group*Participate in Affinity company initiatives and activities. Be part of the Affinity Way -*Continuously work to improve yourself, and others, both technically and professionally as expected by management*All other tasks, tickets, or projects as requested by managementPlacement Criteria:*Minimum of AS, BS, or certifications in a related discipline and/or 2 or more years of related technical support experience or a suitable combination of education and relevant experience; Certifications preferred but, not required;*Intermediate knowledge of commonly-used concepts, practices, and procedures within information technology support in a Windows environment, including but not limited to:*Intermediate knowledge of Windows Server Technology and Microsoft OS and Office products; -*Intermediate knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc. -*Understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, DHCP, etc*In depth understanding of computer hardware and troubleshooting -*Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities; ability to perform effectively without supervision and within established time limits and ongoing deadlines;*Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times. - -*Written and verbal communication skills should be concise and effective. - -You should aspire to excellence in both work and customer service and should show courtesy to everyone encountered while representing Affinity. - -You are expected to maintain an air of professionalism in interpersonal relationships and personal grooming/appearance, exercise confidentiality concerning the affairs of the business. - -You will be expected to exhibit a willingness to learn, problem solve and step in to help others while openly and actively participating in the Affinity Way.Physical RequirementsWhile performing the duties of this position, the employee is regularly required to sit and talk and hear. - -The employee is regularly required to use fingers, hands, and arms. - -The employee is required to stand, walk, and drive or ride in a motor vehicle. - -The employee must occasionally lift and/or move up to 50 lbs. - -Must have the ability to travel, sometimes with short notice, and be able to provide after-hours support and weekend support and projects as needed.Company Information:Affinity Technology Partners has been in business for 20 years, providing premium IT solutions to businesses throughout Middle Tennessee. Affinity's Vision includes empowering our employees and clients to achieve their dreams. Our Mission includes delighting our clients on a daily basis by providing an excellent experience. -Affinity's culture rewards consistent, quality work and cultivates open communication with close teamwork.

Keywords: Affinity Technology Partners, Nashville , Systems Administrator - Reactive Team, IT / Software / Systems , Nashville, Tennessee