Managed Services & Systems Administrator in Rochester, New York at ComTec Solutions

Department: IT Services Group
Travel Required: Local/day travel as needed
Reports To: Director, IT Services
Direct Reports: None
Billable Hours Goal: 80% of worked hours during designated customer-service/field days

JOB SUMMARY

The Managed Services & Systems Administrator is a hybrid technical role that combines the proactive administration and improvement of ComTec's managed services technology stack with hands-on technical support for our customers.

The position is generally structured with approximately three days per week focused on Managed Services Administration and two days per week providing customer-facing IT Systems Administration services. Scheduling may vary based on customer and business needs.

In the Managed Services Administration portion of the role, this individual works primarily behind the scenes to monitor, maintain, upgrade, troubleshoot, and automate ComTec's managed services platforms and customer environments. The position supports the broader technical team by identifying issues proactively, improving alerting and automation, working with technology vendors, and helping ensure the health and reliability of managed customer environments.

In the IT Systems Administration portion of the role, this individual provides onsite and remote technical services to customers, including troubleshooting, maintenance, escalated support, and administration of customer infrastructure. During designated customer-service days, the position is expected to maintain an 80% billable utilization goal.

The successful candidate will enjoy both proactive technology administration and direct customer interaction and will be comfortable transitioning between internal managed-services responsibilities and customer-facing technical work.

ESSENTIAL FUNCTIONS

Managed Services Administration – Approximately 60%

• Perform daily monitoring of internal and external managed infrastructures.
• Administer, maintain, and improve ComTec's managed services technology stack.
• Provide behind-the-scenes technical support to service desk and field technical teams.
• Monitor alerts and identify opportunities to proactively resolve recurring customer issues.
• Continually improve managed services alerting, monitoring, scripting, and automation.
• Liaise with software, hardware, and cybersecurity vendors to troubleshoot and resolve technical issues.
• Perform network and infrastructure health analysis for managed services customers.
• Assist with reporting on the health, performance, and security of managed customer environments.
• Identify root causes of recurring technical issues and develop solutions to reduce future incidents.
• Assist with the testing, implementation, documentation, and ongoing administration of new managed services technologies.
• Contribute to departmental goals related to SLA performance, case resolution, operational efficiency, and customer satisfaction.

IT Systems Administration – Approximately 40%

• Provide onsite and remote technical support for ComTec customers.
• Maintain an 80% billable utilization goal during designated customer-service/field days.
• Respond to customer inquiries in a courteous and professional manner.
• Troubleshoot and resolve escalated service desk and customer infrastructure issues.
• Provide desktop, server, Microsoft 365, network, and related infrastructure support.
• Administer and maintain user accounts, permissions, email, and related services.
• Perform remote and onsite scheduled maintenance.
• Troubleshoot workstation, server, networking, firewall, backup, and software issues.
• Create, document, update, and escalate customer issues according to established ticketing standards and SLAs.
• Monitor assigned tickets and tasks through resolution or appropriate escalation.
• Accurately maintain case notes, time entries, documentation, and resolutions.
• Follow established change-management and customer-support procedures.
• Identify potential customer needs and sales opportunities and communicate them to the appropriate team members.

General Responsibilities

• Participate in the emergency on-call rotation.
• Maintain accurate and timely timesheets and service documentation.
• Work collaboratively with Service Desk, Systems Administration, Cybersecurity, and other IT Services team members.
• Take ownership of assigned issues through resolution while recognizing when escalation is appropriate.
• Maintain current technical knowledge and continually develop skills related to ComTec's managed services platforms and customer technology environments.
• Perform other duties as required.

TECHNICAL SKILLS & KNOWLEDGE

The ideal candidate will have experience administering and troubleshooting technologies including:

• Microsoft Windows Server
• Microsoft Active Directory and Entra ID
• Microsoft 365
• Microsoft Intune
• Hyper-V and virtualization technologies
• N-central RMM or similar remote monitoring and management platforms
• Endpoint detection and response/security technologies such as SentinelOne
• Enterprise backup and disaster recovery solutions
• DNS, DHCP, TCP/IP, Internet connectivity, and mail flow
• Firewalls and network infrastructure, including SonicWall
• HP and Dell server/workstation hardware
• Windows workstation operating systems
• Microsoft Office applications
• Automation and scripting technologies

The individual should possess strong workstation, server, networking, and cloud troubleshooting skills and have the ability to diagnose both individual technical incidents and broader systemic issues.

SOFT SKILLS & ABILITIES

• Strong written and verbal communication skills.
• Pleasant and professional demeanor in all customer and internal communications.
• Strong organizational and time-management skills.
• Ability to transition effectively between proactive administrative work and customer-facing technical support.
• Ability to manage multiple priorities and changing customer needs.
• Resourceful problem solver with sound judgment and effective decision-making abilities.
• Ability to work independently without direct supervision.
• Owns issues through resolution while understanding when and how to escalate.
• Demonstrates empathy and professionalism when working with users.
• Ability to work effectively with customers at all levels, from executives and IT personnel to end users.
• Operates with customer satisfaction in mind.
• Energy, enthusiasm, curiosity, and a results-oriented mindset.
• Strong interest in learning new technologies, automation, scripting, and improving operational efficiencies.

EDUCATION & EXPERIENCE

• Bachelor's degree in Information Technology or related discipline preferred.
• 3–5+ years of relevant IT experience supporting business technology environments.
• Experience in an MSP or other multi-customer technical environment preferred.
• Experience providing both remote and onsite technical support preferred.
• Relevant Microsoft, CompTIA, SonicWall, or other industry certifications preferred.

WORK ENVIRONMENT / PHYSICAL DEMANDS

• Regular use of computers and standard office equipment.
• Ability to remain calm and professional in stressful technical situations.
• Ability to perform the administrative functions expected of the position.
• Ability to work both in the ComTec office and at customer locations.

ADDITIONAL REQUIREMENTS

• This position is expected to generally spend approximately three days per week performing Managed Services Administration responsibilities and approximately two days per week performing customer-facing IT Systems Administration responsibilities. The actual schedule may vary based on customer demand and business needs.
• An 80% billable utilization goal applies to designated customer-facing IT Systems Administration days.
• Ability to travel locally to customer locations as required.
• Ability to occasionally work evenings or weekends as customer or business needs require.
• Valid driver's license and reliable personal vehicle.
• Participation in the department's emergency on-call rotation is required.