IT Support Administrator

Position Summary:  

The support technician will provide support both remote and on-site to all Stratus Communications, INC. clients for personal computer, related equipment, software installations, configurations, security, mobile devices, and any issues related to the services. This person will provide basic troubleshooting, inventory management, remote support, on premise support as needed, technical evaluation, and routing of tickets as needed.


Job Responsibilities:

  • Physical onsite visits to clients as needed.

  • Troubleshoot common information technology issues using knowledge base and experiences.

  • Provide support to the clients that meet the service level agreements (SLA) by monitoring all support ticket queues for SLA’s “Time to Close” and “Time to React” on incidents and changes as well as measure all relevant KPI’s associated to Stratus Communication agreement with client support service.

  • Propose the installation procedures for the local client hardware and software, and follow the guidelines.

  • Respond to service desk tickets in a timely manner and provide end-user service support as needed (ownership of the ticket until closure). 

  • Document procedures and troubleshooting information in our knowledge base / service catalog.

  • Work closely with clients and other technicians to obtain information, provide support, provide technical advice, and collaboration on issues and approaches to network issues and projects.

  • Coordinate and provide communication to the end users about their incidents or service requests.

  • Proactive monitoring of systems and services.

  • Provide technical feedback and assistance to client and other technicians as needed.

  • Act as a representative of IT from Stratus Communications, INC.

  • Be main point of contact for select clients as needed.


  • 1-2 years information technology experience desired.

  • Proficient in Windows Client, Server operating systems and MS Office. 

  • Good knowledge of Personal Computers, Printers, Thin Clients.

  • Basic knowledge in Network Protocol: TCP/IP, DNS, WINS, DHCP.

  • Good troubleshooting skills.

  • Excellent communicator (oral and written).

  • A strong sense of urgency and commitment to results.

  • Strong interpersonal skills.

  • Ability to work independently.

  • Ability to be cooperative and flexible - adhere to the schedule availability.

  • Proactive - Ask the right questions - Soft Skills.

  • Customer Focused with empathy for our client and the ability to see through their eyes.

  • Ability to work a part-time workweek/flexible hours.

  • Must be able to drive and have your own car.

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