System Administrator

Company: Defenders
Location: Boca Raton
Posted on: June 13, 2022

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