About the role
Job Description: System Administrator II
1. Role Overview
We are looking for an analytical, proactive, and hands-on System Administrator II to join our technical operations team. In this role, you will be responsible for maintaining, troubleshooting, and supporting our hybrid fleet of Windows and Linux endpoints/servers , specialized Building Operating System (BOS) workstations (monitoring building IoT infrastructure), and core network services.
As a System Administrator II, you will act as a key technical escalation point. You will manage our ticketing queue against strict SLAs , resolve in-depth technical issues, monitor fleet health via Datadog , execute health-check scripts in Linux environments, manage custom DNS/DHCP fleet allocations, and diagnose network connectivity from the physical wire up to configuration changes.
2. Key Responsibilities
A. Hybrid Fleet & Endpoint Management (Windows & Linux)
- Administer, configure, and troubleshoot enterprise Windows (10/11) and Linux distributions (Ubuntu, RHEL/CentOS, Debian).
- Diagnose complex OS-level and hardware anomalies (system slowness, storage degradation, hardware faults, OS crashes, driver conflicts).
- Manage software installations, updates, security patching, and application dependencies across client machines.
- Support dedicated Building Operating System (BOS) machines used by Building Management Systems (BMS) teams to monitor IoT devices, facility sensors, and building automation controllers.
B. Infrastructure Monitoring & Observability (Datadog)
- Actively monitor fleet health, service availability, system resources (CPU, Memory, Disk I/O), and performance metrics using Datadog .
- Triage, investigate, and remediate threshold alerts in Datadog before issues impact end-users or building systems.
- Ensure Datadog agent health and telemetry reporting across newly provisioned machines.
C. Linux Scripting & Automated Diagnostics
- Safely execute, monitor, and troubleshoot shell/bash scripts (and Windows PowerShell scripts) for routine health checks, diagnostic data collection, and fleet maintenance.
- Interpret script logs and output to swiftly pinpoint the root cause of service interruptions or configuration drifts.
D. Core Networking & Name Resolution Services
- Perform end-to-end network troubleshooting across the OSI model—from Layer 1 (cabling, ports, physical link) through Layer 3/4 routing to application configurations.
- Maintain and troubleshoot DNS (Domain Name System) settings, understanding custom forward/reverse lookup architectures and dedicated fleet DNS pools.
- Manage DHCP scope allocations, static IP reservations, lease lifecycles, and subnet isolation for general and IoT/BMS segments.
- Utilize CLI diagnostic tools (ping, traceroute/tracert, nslookup, dig, netstat, tcpdump) to isolate network bottlenecks and configuration faults.
E. ITSM Operations & Cross-Tier Escalation
- Manage incoming ticket queues within the ITSM platform (e.g., ServiceNow, Jira Service Desk, Freshservice), consistently meeting or exceeding response and resolution SLAs .
- Distinguish and appropriately handle Incidents (break-fix / service degradation) vs. Service Requests (access provisioning, standard installs).
- Act as an escalation point for Level 1 support technicians; clarify technical queries, review ticket notes, and assist them in resolving edge cases.
- Document standard operating procedures (SOPs), knowledge base articles, and incident post-mortems.
3. Required Technical Qualifications
- Operating Systems: In-depth administration skills across Windows and Linux (CLI navigation, process management, systemd, log analysis, file permissions).
- Networking & Protocols: Solid grasp of TCP/IP, subnetting, VLANs, DHCP pools , and DNS architecture (A records, CNAME, PTR, cache clearing, DNS query flow).
- Observability: Practical experience working with Datadog (dashboards, alert monitors, synthetic checks, host metrics).
- Scripting: Basic hands-on ability to execute and debug Bash/Shell scripts in Linux terminal environments.
- ITSM & Service Standards: Prior working knowledge of ITIL service desk processes, SLA tracking, and ticket workflow lifecycle.
4. Experience & Soft Skills
- Experience: 3+ years in IT System Administration, Tier-2 Technical Support, or NOC/Operations roles (experience in IT Managed Services or service-oriented enterprise environments is strongly preferred).
- Communication: Strong command of written and verbal English to collaborate with cross-functional teams, assist fellow technicians, and communicate clearly with end-users.
- Multitasking & Prioritization: Proven ability to balance immediate hands-on troubleshooting with strict ticket queue deadlines.
- Problem-Solving: Methodical, root-cause-driven troubleshooting mindset.
5. Preferred / Bonus Qualifications
- Bachelor's or associate degree in computer science, information technology, or computer engineering
- Experience as system administrator in operational technology environments.
- Industry certifications (e.g., MCSE, CCNA, CompTIA Network+ / Security+, Microsoft Azure/Modern Desktop, RHCSA, or ITIL v4 Foundation).
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