Systems Administrator

System Administrator

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We are looking for a System Administrator to join our Customer Excellence (CEx) organization. You will be responsible for managing various systems and tools critical to supporting our customer-facing teams. This role requires insight in telephony systems, chatbots, text expansion tools, incident management systems, log analysis tools, lab administration, and internal knowledge management. You'll play a crucial role in ensuring the smooth operation and optimization of these systems to enhance the overall customer experience, while continuing to improve and implement new process and procedures that can benefit the CEx organization.

What you'll do
- Telephony Administration (Five9, RingCentral, etc.):

- Manage and optimize the telephony system, including reporting, user management, and system configuration. This includes implementing new solutions as needed to improve internal procedures.
- Chat Bot Administration (Drift, Zendesk, etc.):

- Administer the Chat Bot platform, including chat model management, reporting, user management, and collaboration with Subject Matter Experts (SMEs) to improve question and answer accuracy.
- TextExpander:

- Handle reporting for support needs and maintain and update canned responses based on new product and feature releases.
- EverBridge:

- Manage reporting for support needs and assist support organization regarding on-call schedule rotation owned by support leaders. Manage and implement new rotations, as needed, to facilitate staffing needs during holidays and support changes.
- Log Aggregator (LogScale, MSC):

- Administer and maintain log aggregators, including adding and updating saved queries based on business needs, new product releases, and feature updates. This requires regex knowledge. Make decisions regarding user additions.
- Lab Administration:

- Support the upkeep and administration of labs used by members of the CEx organization. Implement and configure new labs while assisting the Instructional Designer team as a Subject Matter Expert for new guided learning walkthroughs.
- Internal Knowledge Administration:

- Improve and update the internal knowledge base, ensuring a consistent knowledge process and structure is followed to equip technical support teams with the information needed to assist customers effectively.

What you'll bring
- Proficiency in telephony systems administration, specifically with Five9, including configuring call routing, IVR path, and queues, and generating and analyzing reports to monitor call center performance.
- Strong understanding of log management and analysis tools, such as LogScale, creating and optimizing saved queries for log analysis, and knowledge of regular expressions (Regex) for advanced log parsing and filtering.
- Experience in text expansion tools administration, particularly with TextExpander, including managing and updating a library of canned responses based on business needs, as well as creating and organizing text expansion snippets for improved productivity.
- Familiarity with chatbot platforms, particularly Drift Chat, encompassing managing chat models, intents, and responses to optimize bot performance, analyzing chatbot interactions and usage metrics to identify areas for improvement, and collaborating with Subject Matter Experts (SMEs) to refine bot responses.
- Proficiency in Confluence administration, involving user management, space configuration, and permissions management, as well as creating and organizing Confluence pages, templates, and understanding Confluence best practices for documentation management and collaboration.
- Associate degree in computer science, Information Technology, or related field preferred.
- Proven experience as a System Administrator or similar technical role.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

What We Bring
- We are Mimecasters. And we are alive with purpose._

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.