Technical Lead/System Administration

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Summary

This position is part of a dedicated Corporate IT team and will play a crucial role in ensuring the effective management and support of PC/Desktop systems, applications, and operating system software. The role involves working closely with internal and sometimes external customers to identify and resolve technical issues, as well as collaborating with other New Era engineers and project managers to escalate issues as needed.

As a key facilitator for the Tier 2 Support Specialists, this position provides guidance, troubleshooting assistance, and higher-level technical mentorship. The role may also involve directly handling tickets to resolution at the discretion of the Service Delivery Manager. Additionally, the position is responsible for the thorough documentation of all work performed and issues within the designated ticketing platform, and for creating and implementing processes and procedures for support personnel to follow.

In addition to support responsibilities, the role includes responsibilities typical of a Systems Administrator, such as provisioning, configuring, and maintaining systems hardware and software for both New Era infrastructure and customer environments. This involves monitoring, supporting, and optimizing networked hardware, software, and operating systems. This position will use communication, analytical, and problem-solving skills to identify, communicate, and resolve issues, ensuring the maximum benefit from IT infrastructure investments.

Primary Duties

In this role, you will be a key figure in ensuring the reliability, scalability, and security of corporate servers and IT infrastructure. Your responsibilities will include:

• Coordination and Collaboration: Work closely with network engineering, business application teams, and database administration to maintain and enhance the availability and performance of corporate servers. Liaise with end-users, clients, and management to define and address business requirements for complex systems and infrastructure development
• System Design and Documentation: Create system diagrams and charts. Document existing systems architecture, technology portfolios, and make recommendations for improvements. Ensure thorough documentation of system configurations, processes, and service records
• System Audits and Security: Design and perform server and security audits, backups, and recovery processes in line with disaster recovery and business continuity strategies. Implement and maintain data center security features, including environmental controls and access restrictions
• Support and Mentorship: Provide high-level support and guidance to Tier 2 Support Specialists and junior team members, offering troubleshooting assistance and technical mentorship. Develop processes, procedures, ticketing standards, and escalation protocols to ensure prompt resolution of incidents and service requests. Assist with PC/Desktop activities and participate in the on-call rotation
• System Management and Optimization: Manage enterprise directory services, server integrations, and end-user accounts. Ensure compatibility and interoperability of in-house systems and conduct cost-benefit analyses for proposed systems. Perform routine system monitoring, backups, and updates, and recommend software and hardware improvements
• Vendor and Asset Management: Interact with vendors, outsourcers, and contractors to secure system-related products and services. Oversee asset management, including hardware and software inventory, and support application and development teams throughout project lifecycles

Competencies

• Analytical and Problem-Solving Abilities: Exceptional analytical, conceptual, and problem-solving skills, with a proven track record of solving problems independently, quickly, and completely
• Communication Skills: Superior written and oral communication skills, with the ability to present complex ideas in business-friendly and user-friendly language. Capable of effectively communicating technical documentation and solutions clearly to peers
• Interpersonal and Consultative Skills: Strong interpersonal and consultative skills, with a customer-focused and service-minded approach. Ability to work collaboratively and provide guidance in a supportive manner
• Time Management and Prioritization: Proficient time management skills, with a keen attention to detail and the ability to prioritize and execute tasks efficiently in a high-pressure, fast-paced environment. Demonstrates a strong sense of urgency and ownership
• Adaptability and Flexibility: Highly self-motivated and adaptable, with the ability to effectively manage rapidly changing technical and business requirements
• Troubleshooting and Technical Skills: Strong troubleshooting skills related to server hardware and software, with a solid understanding of supporting infrastructure
• Customer Service Orientation: Demonstrates a strong sense of ownership and a commitment to customer service, ensuring a high level of satisfaction and effective resolution of issues
• Documentation and Procedure Development: Proven track record of developing and maintaining installation and configuration procedures. Ability to create, document, and maintain policies, procedures, and training plans for system administration

Required Education and Experience

• Education and Experience
• University degree in Computer Science, Information Technology, Engineering, or a related field.
• 4+ years of progressive technical experience focusing on server and desktop applications, ideally with experience in a Managed Services environment

• Technical Skills and Knowledge
• Active Directory Architecture: Proficient in managing and administering Active Directory
• Windows Server and Services: Experience with Windows Server, including clustering and Certificate Authority Administration
• Networking: Basic knowledge of networking technologies such as Cisco, Fortinet, SDWan, MPLS, SIP, S2S VPN, LAN, WAN, VLANs
• Enterprise Storage: Experience with SAN and NAS systems; EMC experience is a plus
• Backup and Data Management: Familiarity with enterprise backup, archive, and data management tools (e.g., Mimecast, Box, Veeam, DPM)
• Virtual Technologies: Experience with VMWare and Microsoft Hyper-V
• Microsoft Exchange and Spam Filtering: Proficient in Microsoft Exchange and spam filtering technologies (e.g., Mimecast)
• SharePoint Administration: Knowledge of SharePoint administration
• SSO/MFA Administration: Experience with SSO/MFA systems, such as Okta
• Cloud Infrastructure: Experience managing cloud infrastructure (e.g., Azure, AWS, Google Cloud)
• Patch Management and Security: Familiarity with patch management, security surveillance administration, and related security practices
• Server Hardware and Network Equipment: Experience with installing, configuring, and maintaining server hardware, including Flash, SSD, SCSI, RAID, and I/O topology
• Performance Tuning and Monitoring: Experience with server performance tuning and monitoring tools
• PC/Desktop Systems: Strong background in PC/Desktop systems, including support for both PCs and Macs (XP, Vista, Windows 7, OSX)

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