System Administrator (Tier 3 Escalation)

About Us At iReply, we believe that meaningful careers can start right where you are. We connect talented professionals with global clients, helping them grow while supporting businesses to optimize their operations. Our vision is to be the partner of choice for companies that want to scale with trustworthy, highly skilled knowledge workers. We call this the iReply Way — a blend of professionalism, innovation, and people-first values. Guided by our INSPIRE values (Integrity, Nurture, Success, Purpose, Innovation, Respect, Excellence), we make sure every role isn’t just a job, but a chance to create impact. Job Description This is a remote position. We are seeking a System Administrator (Tier 3 Escalation) to serve as the final technical authority, manage ticket flow during business hours, communicate directly with clients, and continuously improve system security and internal IT operations. The goal is a fully documented, standardized, and automated technical operation requiring no owner intervention within 90 days. Team Structure: Tier 1: Live help desk handling basic issues Tier 2: Technicians handling on-site work and standard escalations Tier 3 (This Role): Final escalation authority and technical decision maker Tier 3 Technical Authority: Serve as the final escalation point for all technical issues Provide guidance and support to Tier 2 technicians Make final decisions on complex problems and drive resolutions Ensure all changes are low-risk with proper rollback procedures Ticket Queue Oversight & Coordination: Monitor ticket queues and ensure progress during shift Identify stalled tickets and drive resolution Coordinate internally using Slack Enforce urgency, prioritization, and accountability Client Communication: Proactively contact clients on complex issues Explain problems, resolutions, and next steps clearly Represent the company as a Tier 3 technical authority Security & Operational Improvement: Continuously improve client system security Identify risks and recommend solutions Enhance documentation, workflows, and internal processes Automate and standardize operations to reduce recurring work Preferred Tech Stack: Atera (RMM and PSA) Hudu (documentation) Huntress, Axcient Microsoft 365, Unifi, Domotz RingCentral Dental/medical software (Dentrix, Eaglesoft, OpenDental) Success Metrics: Owner has zero involvement in technical issues after 90 days Ticket backlog remains near zero Fewer incidents caused by careless changes Continuous improvement of operations, documentation, and standards Requirements Fluent English (spoken and written) Confident in client communication and incident leadership 10+ years IT experience; 3+ years MSP experience Strong network and system administration background Risk-aware with disciplined change management Deep experience in routing, switching, firewall rules, and network segmentation Strong Microsoft 365 and Active Directory / Entra ID administration Ability to operate independently as Tier 3 with no escalation Fast ticket response and accountability Reliable internet, workstation, and professional headset Benefits Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday. Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent. Performance-Based Salary Increase: Enjoy a raise after regularization Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases. Employee Recognition: Be rewarded for your hard work with incentives and recognition. Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.