System Admin, Projects & Deployments
Department Managed IT Services
Reports to Technical Service Manager
Classification Salaried, exempt (computer professional, WAC 296-128-535)
Salary Starting at $83,000 annually
Job Summary
As a CBM System Admin, you are the technical lead for onboarding new small and midsize business (SMB) managed services customers, and for SMB customer projects and new system deployments. You evaluate each SMB customer's environment, determine what they need, and design the network and system solution. You then build, configure, and test what you designed, lead the cutover, and hand the account to the Helpdesk fully documented so day-to-day support runs smoothly from the first day.
You also serve as the Level 2 technical resource for CBM's Helpdesk, guiding Level 1 staff and taking escalations on the systems you design. On enterprise projects, which are designed and led by CBM's Level 3 engineers, you assist with deployment and implementation.
Responsibilities
1. Assessment and Design
- Independently evaluate SMB customer IT environments, including network, firewall, wireless, server, workstation, and phone system infrastructure, and determine technical requirements.
- Consult with customer stakeholders to understand business needs and translate them into hardware, software, and system functional specifications.
- Design technical solutions and determine how customer systems should be structured, including network topology, VLAN and addressing schemes, firewall and VPN policy, wireless coverage, and the network design that supports hosted 3CX phone systems.
- Evaluate technical options and make independent decisions on system design and functionality within project scope and budget.
- Provide technical specifications and design input for quotes and scopes of work.
2. MSP Customer Onboarding
- Lead the technical onboarding of new managed services customers, from initial environment assessment through handoff to the Helpdesk.
- Design and carry out gateway and switch replacements to bring new customers onto CBM's standard network platform.
- Deploy CBM's managed services stack across the customer environment and confirm every system is monitored, secured, and supportable.
- Plan and lead on-premises to cloud migrations, such as moving servers, file shares, and email to cloud platforms including Microsoft 365, with minimal disruption to the customer.
3. Implementation, Testing, and Cutover
- Build and configure systems to your design, including gateways and firewalls, switches, wireless, session border controllers, servers, and workstation standards.
- Test and modify system configurations to confirm the design meets customer requirements before and after go-live.
- Lead migrations and cutovers, including scheduling, rollback planning, and go-live decisions.
- Prepare customer networks for hosted 3CX deployments, including SBC installation and environment testing, then hand off to the phone install team for extension programming, handset rollout, and end user training.
- Install new network equipment in customer network closets as part of a deployment, including mounting switches and tidying patch cabling.
4. Optimization and Consulting
- Lead customer optimization and consulting projects: analyze performance, security, and reliability, then recommend and implement design changes.
- Plan and lead technology migrations for existing customers, such as gateway, server, or cloud platform changes.
5. Team Collaboration, Helpdesk Leadership, and Account Handoff
- Serve as the Level 2 technical lead for Helpdesk, mentoring Level 1 staff and resolving escalations on systems you designed or deployed.
- Hand off each new account to the Helpdesk with complete documentation so they can take over day-to-day maintenance and support.
- Assist Level 3 engineers with deployment and implementation on enterprise customer projects.
- Collaborate with Level 3 engineers and the Helpdesk to resolve complex problems and deliver complete solutions.
6. Customer Communication
- Act as the primary technical contact for customers during projects and deployments.
- Respond promptly to customer inquiries by phone, email, or other channels, and provide accurate, timely status updates that keep expectations clear.
- Explain technical designs and decisions to non-technical stakeholders.
7. Documentation and Reporting
- Maintain accurate, current documentation of network designs and configurations, procedures, and issue resolutions.
- Analyze Helpdesk data to identify trends, recurring issues, and areas for improvement, and propose actionable recommendations to improve service quality.
Qualifications
Experience
- Demonstrated experience assessing SMB environments and designing network and system solutions, including LAN/WAN, routing and switching, firewalls, VPNs, and wireless.
- Strong hands-on configuration skills and proficiency with network troubleshooting tools and methodologies.
- Experience providing direct customer support in a professional IT environment, ideally with an MSP.
- Experience as a team lead or mentor, preferably in a Helpdesk or customer support setting.
- Experience with on-premises to cloud migrations, including Microsoft 365.
- Experience with UniFi networking and hosted VoIP (3CX) is preferred.
- Excellent problem-solving and analytical skills, with keen attention to detail.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical people.
- Ability to work effectively in a fast-paced, deadline-driven environment.
Certifications
- Relevant industry certifications, such as CCNA or CompTIA Network+, are desirable.
- Vendor certifications, such as 3CX, are a plus.
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience will be taken into consideration.
Physical Demands
The employee must be able to perform the essential functions of this position, with or without reasonable accommodation. The employee may be required to frequently stand and will occasionally be required to walk, sit, climb or balance, and stoop, kneel, crouch, or crawl. The employee may be required to lift and/or move up to 10 pounds and possibly up to 25 pounds.
Work Location
This position is based in CBM's Olympia office, with regular field work at customer sites for assessments, deployments, and cutovers. Remote work is not available for this position at this time.
Additional Information
Please see management for more specific information about this position. This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as the needs of the company evolve.
Equal Employment Opportunity
Capital Business Machines is an Equal Opportunity Employer. We consider qualified applicants without regard to any status protected by applicable federal, state, or local law.
Job Type: Full-time
Pay: From $83,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
