Remote Systems Administrator (Monday to Friday, 12 PM to 9 PM EST Shift)

Note: The job is a remote job and is open to candidates in USA. Abacode, a Thrive company, is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, and Managed Services. They are seeking a Systems Administrator to provide remote support across diverse environments, handling escalated incidents and complex service requests while maintaining clear communication with clients.ResponsibilitiesCommunicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution processPerform secondary response and advanced troubleshooting of escalated customer issues, addressing single-user and system-impacting incidents while accurately documenting all actions in Thrives toolsAnalyze and document unfamiliar client server, workstation, and network environments to determine the fastest and most effective path to incident resolutionSupport and troubleshoot diverse computing environments across a wide range of business clientsPerform rapid root-cause analysis of workstation-, server-, and network-level incidents, including complex and escalated issuesTroubleshoot and resolve high-level workstation, server, and network incidents independently, following Thrives standard operating procedures and best practicesUtilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution of customer incidentsSet and manage client expectations throughout the troubleshooting process, providing appropriate updates, next steps, and demonstrating the correct level of urgencyCommunicate troubleshooting actions and resolutions clearly, using technical or non-technical language appropriate to the audienceProvide guidance to clients on applications, Thrive best practices, and general infrastructure standardsDevelop, document, and help implement client standards based on Thrive best practices; evaluate client environments and identify opportunities for improvementIdentify recurring issues and contribute to permanent resolutions through problem management and continuous improvement initiativesReview client environments for security best practices, proactively identifying risks and participating in change management activitiesMonitor and manage escalated service tasks, ensuring proper prioritization, documentation, and escalationProvide escalated support, mentoring, and technical leadership to other engineers, collaborating with team leadership to improve service deliverySkills35 years in IT support/operations, including MSP or multi-tenant experienceDeep experience with Windows Server, Active Directory, Azure AD/Entra, Exchange/M365 admin, Intune, and SharePointCompetent in networking (Layer 2/3, VLANs, DHCP/DNS, NAT, site-to-site VPNs)Experience with endpoint security (EDR/AV), backup/DR, patch managementProficient with PowerShell scripting and automationStrong incident management, change control, and documentationExcellent written and verbal communication, documentation, and time-management skillsAbility to work independently and collaboratively in a team environmentAvailability to work after hours or participate in on-call rotations as requiredExcellent customer service skillsCompTIA Network+ / A+Microsoft Certified: Azure Administrator (AZ-104) or Microsoft 365 Administrator (MS-102)ITIL v4 Foundation (modules)Willingness to visit nearby client sites, when necessary, with the understanding that on-site visits may not always be requiredCompany OverviewAbacode: Your Trusted Cybersecurity & Compliance Partner Founded in 2014, Abacode has redefined industry standards by unifying cybersecurity and compliance into one fully managed program. It was founded in 2014, and is headquartered in Tampa, Florida, USA, with a workforce of 51-200 employees. Its website is https://www.abacode.com/. Apply To this Job .