System Administrator
Company: Defenders
Location: Boca Raton
Posted on: June 13, 2022
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Job Description:
Company Overview:At ADT, we've been in the business of helping
save lives for more than 145 years. As the number one smart home
security provider serving residential and business customers, our
people are our most important asset. Headquartered in Boca Raton,
FL and at more than 200 locations across North America, our
employees help empower our customers to live more secure and
confident lives. Join our team and help us protect what matters
most. For more information, visit www.adt.com or follow us on
Twitter, LinkedIn, Facebook and Instagram.The EOC System
Administrator is responsible for the integrity of and availability
of ADT's business critical systems.These include systems directly
supporting external customers (ADT.com, Pulse), systems supporting
customer-facing business units (Sales, Installation, Service), and
systems supporting internal corporate functions.While deep
technical expertise is not required, this position requires
troubleshooting and analytical skills, spanning across diverse
technologies - servers, storage, network, and software
applications.In addition, this position requires the ability to
command during critical incidents, and a strong business sense to
make critical decisions during such incidents, including
escalations to Leadership, Executives, as well as business partners
in the event of Business Continuity.Initially, the position will
focus on ADT's signal communications infrastructure supporting
receivers and 3rd party provisioned services.In addition, the EOC
System Administrator will be responsible for leading coordination,
repair and associated reporting related to all mission critical
business solutions outage incidents.Roles and Responsibilities:
Ensures timely incident and problem management resolution; provide
Level 1 and 2 technical support that may include PC end-users,
telco, server, signaling, and/or mainframe / midrange applications,
as well as technical advice, guidance, and informal training on
hardware and software. Monitor technical solutions for
exception-based events or indicators. Troubleshoot and restore
routine technical services and equipment by analyzing, identifying,
and diagnosing faults and symptoms using established processes and
procedures. Perform root-cause analysis and develop checklists for
typical problems, as well as recommend procedures and controls for
problem prevention. Assist in the installation and rollout of new
technology solutions. Maintain a knowledge database to enhance the
quality of problem resolution, as well as, within a team setting,
share information and assist others with incidents. Provide
guidance and training for less experienced team members, when
necessary. Operates and monitors enterprise data center computer
and peripheral equipment network, tape libraries, and storage area
metrics. Identifies and responds to error messages and may
re-sequence job steps after a job is interrupted. Maintains and
publishes reports on IT metrics. Assists Supervisor with data
entry, data verification, notification, escalation and
facilitation. Analyzes operations and their adherence to standards
and guidelines. Maintains lists, records, procedures, templates,
etc. pertaining to IT systems or processes. Cross-trains, assigns
and reviews the work of more junior team members and serve as a
technical resource. Ensures physical datacenter integrity. Drives
closure to open IT operational issues within problem and change
system Creates and updates IT infrastructure documentation for
Systems Administrator, Help Desk Technician and End User audiences
as needed. Performs and/or participates in other assignments or
projects as assigned by Supervisor or Director. Monitor incidents
to ensure that the service level agreements are respected Performs
other duties as assigned Success Metrics:Success will be measured
in a variety of areas, including but not limited to: Consistently
provide accurate shift statistics Consistently adhering to and
working within the Enterprise Operations Center standards,
practices, and procedures Consistently operating within ADT's
values and cultural style Successfully executing the roles and
responsibilities of this position Monitor batch processing systems
for successful completion and required accuracies Escalate to next
level of support when batch processing systems fail or provide
unexpected results Work as investigative lead on capturing
information to provide to next level of support and follow through
on all issues until successful results are achieved Work with other
teams to provide information relative to maintenance or unplanned
outages for batch processing and dash-boarding components
Compensation: The pay range for this role is $58,200-$68,600
anually and is based on experience and
qualifications.Benefits:Medical, Dental and vision insurancePaid
Time Off401(k) plan with company matching contributionSupplemental
Voluntary BenefitsTuition ReimbursementEmployee Referral
ProgramEmployee Discount ProgramEducation: Associate degree or
equivalent experience Experience: 1 to 2 years' experience with
Alarm Monitoring (Preferably Mastermind Monitoring) Experience in
operations setting with high customer touch environment Experience
in customer facing technologies with high sense of urgency
Preferred Background: Alarm Monitoring or Alarm Receiver support
background Proven success in working in an operations center
environment Must be able to pass comprehensive background check
Skills: Demonstrates basic knowledge of the principles, concept,
and theories of own discipline. Develops an understanding of
appropriate procedures, policies, practices, and systems.
Contributes to the completion of straightforward tasks within own
team. Detail oriented Strong, organization, communication and
interpersonal skills Ability to communicate with business and
technical audiences and produce collateral suitable for multiple
audience types, both client-facing and internal Motivated,
self-starter capable of working independently and as part of a team
in a fast-moving environment High attention to detail while
performing repetitive tasks Excellent documentation, communication,
and organization skills Interpersonal skills: such as telephony
skills, communication skills, active listening and client-care
Understanding of support tools, techniques, and how technology is
used to provide IT services Typing skills to ensure quick and
accurate entry of service request details Strong diagnostic and
analytical skills. Able to quickly and accurately determine
incident scope and impact. Pleasant demeanor and the ability to
communicate in user-friendly language. Able to multi-task with an
appropriate sense of urgency. Used to working in a team-oriented,
collaborative environment. Point of contact for all major incidents
Person must be able to work day and evening shifts. Environment:
Operations Center Environment Semi-private workspace Consistent
team interaction High Level Work Distribution: Job Role Expected %
Work Distribution Account Provisioning 25%Monitoring of Systems 10%
Event Response 45% Mission Critical Business Systems Restoral and
Recovery 10% High and Critical Incident Response 10% ADT LLC is an
Equal Employment Opportunity (EEO) employer. We are committed to
having a diverse and inclusive workforce and do our best to foster
a culture and environment where every employee feels valued. Our
goal is to serve our customers and help save lives. We can achieve
this goal when we have the best talent working in an environment
where employees feel included and recognized. Visit us online at
jobs.adt.com to learn more.#LI-REMOTE
Keywords: Defenders, Boca Raton , System Administrator, IT / Software / Systems , Boca Raton, Florida
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