The Enterprise Support Analyst is responsible for Level 2 support for all client applications, including FirstStrike Commercial, portals and other client and vendor facing applications. This role will additionally be a point person for all client support issues and be required to initially document all support issues that are greater than Level One, and correctly redirect to the appropriate party for resolution necessary. The Systems Administrator will perform day-to-day operational tasks to ensure that the Windows servers and the virtual server environment are operating appropriately, are available to support the business needs, and any operational issues are proactively resolved.
Other routine work includes creation of server configurations and server deployment, performing upgrades and patching to operating system and security software, creating, and updating system documentation, creating training materials, and responding to escalated end-user requests.
The individual will be responsible for assisting in the development of service capacity, availability, and demand management plans for the assigned systems and for the development of the business continuity and disaster recovery plans that are needed to support the business and process operations.
Responsibilities
- Ensure coverage of the Enterprise Support ticket queue
- Provides Windows server troubleshooting to users to provide better information RD and Infrastructure Teams.
- Close and address tickets with responsibility assigned to the Enterprise Support.
- Thoroughly document all calls and emails received by Enterprise Support according to defined standards.
- Work to meet Service Level Agreement (SLA) on all tickets sent to Enterprise Support
- Escalate issues to Enterprise Support Lead if it is in danger of missing the targeted SLA
- Document all support issues that are greater than Level One, and correctly redirect to the appropriate party for resolution
- Become knowledgeable of the APEX software products.
- Microsoft server (Exchange, SQL Server, SharePoint, and others) administration.
- Active Directory design and administration and policy enforcement.
- Four years of technical experience supporting servers in a multi-segmented, routed, and firewalled enterprise network using TCP/IP v4.
- Four years of technical experience implementing and supporting standalone and/or virtual Windows servers (Windows 2016, Windows 2019 R2, and Windows 2022).
- Four years of technical experience creating design specifications, implementing, and supporting major x86 server hardware manufacturers (direct experience with Nutanix a plus).
- Must have solid System Administration skills in VMware, Windows, and Linux systems.
- Must have strong communication, written and verbal, and analytical and problem-solving skills.
- Must have strong team-work qualities with the ability to establish and maintain solid working relationships with peers, customers, and management.
- Must be self-motivated and take ownership of assigned tasks.
- Must have excellent project management skills and attention to detail.
- Disaster recovery implementation.
- Supervision, coordination, and/or additions and changes to VMWare vSphere environment and ESXI Hypervisor to include Horizon View.
- Windows 2016 and 2019 R2 administration and monitoring.
- Become knowledgeable of the APEX infrastructure.
- Responsible for the overall security of systems they will be administering including protecting client data and reporting situations which may provide unintentional elevated access. The employee will regularly review corporate policies and will enforce the policies documented in the Apex Corporate Security Standards.
Qualifications
Knowledge Components:
- Familiarity with Microsoft server 2012, 2016, 2019 2022 Windows 11, Microsoft Office 0365
- Familiar with server and desktop support level of troubleshooting.
- Hands-on experience with SQL Server and/or SharePoint is a plus.
- Microsoft PowerShell, vSphere Power CLI, or comparable scripting experience preferred.
Experience (Years and types):
Five to six years of relevant hands- on system administrator experience in an Enterprise IT environment.
Education Levels/Credentials (Degree types and Emphasis):
- Some college or equivalent experience in a customer service or IT related field required
Skills and Abilities and Other Characteristics: - Ability to evaluate situations and take appropriate action
- Exceptional phone and email etiquette
- Excellent organization skills, attention to detail
- Excellent customer service skills
- Excellent verbal and written communication skills
- Work independently and identify potentially more effective methods
- Excellent problem-solving and decision-making skills
- General flexible demeanor and ability to adjust priorities quickly, as circumstances dictate.
- Ability to work hours outside of assigned shift, if needed, due to coverage needs. Notice can be minimal.
Physical Work Environment: 
