Position Summary
The Systems and Platform Administrator I is a hybrid role within the Digital organization, blending advanced end-user support with foundational systems and platform administration. This position delivers responsive Tier 2/3 technical support, supports endpoint deployment and lifecycle processes, and assists with the monitoring, maintenance, and reliability of enterprise systems and endpoint environments.
Key Responsibilities
- End-User Support & Escalations: Provide Tier 2/3 support for Windows, macOS, mobile devices, and enterprise applications; troubleshoot hardware, operating system, application, and basic network connectivity issues; document incidents and resolutions in the ticketing system; follow defined SLAs; and escalate complex issues when appropriate.
- Endpoint Support & Deployment: Assist with endpoint management platforms such as Microsoft Intune, Configuration Manager, and Jamf; support device provisioning, imaging, software installation, and deployment processes; help maintain inventory and asset records; and follow endpoint security, compliance, and configuration standards.
- Systems & Platform Administration Support: Assist with monitoring enterprise systems, servers, and virtual environments; support user account provisioning, access management, and basic group policy administration; participate in system patching, updates, and maintenance activities; and support backup and recovery procedures under guidance.
- Collaboration & Documentation: Create and maintain knowledge base articles and technical documentation to support issue resolution, repeatable processes, and operational consistency; and communicate clearly with end users and stakeholders regarding incidents, service status, and planned updates.
- Continuous Learning & Improvement: Build foundational skills in systems administration and platform tools; identify opportunities to improve support processes and efficiency; and participate in team knowledge sharing, training, and operational improvement activities.
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Additional Operational Expectations
- Support endpoint security and compliance initiatives, including vulnerability remediation, access reviews, patch compliance, and adherence to least privilege standards.
- Assist with administration and support of enterprise collaboration and operational tools such as ServiceNow, Microsoft Teams, Zoom, VMware, Okta, and PowerShell automation workflows as applicable.
- Track and maintain service quality metrics including SLA adherence, documentation accuracy, customer satisfaction, ticket quality, and asset inventory accuracy.
Physical Demands and Work Environment
- Duties are performed primarily in a standard office or technical support environment.
- Requires extensive use of computers, communication systems, and collaboration platforms.
- May require approximately 5% of travel via automobile or airplane.
Knowledge, Skills, and Abilities
- Strong troubleshooting skills across Windows and macOS environments.
- Basic understanding of endpoint management tools, including Intune, Jamf, and Configuration Manager/SCCM.
- Foundational knowledge of networking concepts, including TCP/IP, VPN, DNS, and DHCP.
- Platform Tools: Exposure to virtualization environments (e.g., VMware, cloud infrastructure), active directory environments, and enterprise backup/restore workflows.
- Strong customer service, communication, and follow-through skills.
- Ability to follow documented processes, work under guidance, and escalate appropriately.
- Interest in developing systems administration, automation, and platform engineering capabilities.
Qualifications
- Associate or bachelor’s degree in a technical field, or equivalent practical experience.
- 2-3 years of experience in IT support, desktop support, service desk escalation, or a related technical support role.
- Demonstrated experience handling service desk tickets, customer support requests, and technical documentation.
Preferred Certifications
- CompTIA A+, Network+, or Security+.
- Microsoft, Apple, or Jamf support certifications.
- Endpoint management or cloud fundamentals certifications are a plus.