Company Overview

Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive.

As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Position Title: Systems Administrator, Tier 3

Location: India - Onsite (preferably Ahmedabad or Bangalore)

Employment Type: Full-Time

Working Hours: Nigh Shift | 8:30 AM - 5:00 PM PST (with on-call rotation as required)

About The Role

We are looking for an enthusiastic Tier 3 Systems Administrator to join our team. The Tier 3 Technicians are the third level escalation path for Tier 1 & 2 support. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required.

Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.

Key Responsibilities

- Complete root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.

- Quickly assess and troubleshoot complex problems and devise effective solutions.

- Move clients onto private or public cloud-based environments such as VMware on-premises or Azure public cloud.

- Work with Management and other stakeholders to define, document, implement, monitor, and maintain network/system security and integrity.

- Troubleshoot and manage firewall, network, hardware, software, security, and VoIP incidents requiring resolution.

- Provide server infrastructure: build networks, set up DNS, DHCP, domain hosting, and virtualization software (Hyper-V and VMware).

- Provide primary support and ongoing management of enterprise SAN storage technology such as 3PAR, Equallogic, Nutanix, Dell.

- Act as escalation point in troubleshooting and resolving Backup and DR technology such as Veeam Backup and Replication; including performing DR tests and documenting results.

- Design, configure, deploy, and set up complex networks in new and existing sites and locations.





- Provide expertise and specialized support to the installation, maintenance, and troubleshooting of hardware and software, ensuring compatibility with existing systems and network.

- Conduct detailed analysis of network performance needed to maintain defined standards for clients, documenting findings and recommending hardware/software upgrades to increase network performance.

- Perform project work as required.

- Communicate ticket status and updates directly to clients.

- Assist with solutions on escalated tickets, update knowledge base, and use the prospect to mentor the team and reduce escalations over time.

- Maintain flexibility to work outside regular hours when required to meet client deadlines.

- Consistently display superior customer service skills and telephone etiquette.

- Perform work in a high-pressure team environment.

- Manage incident logging, workload, and documentation of support issues.

- Perform Active Directory user management (user accounts, security groups, distribution lists, passwords).

- Manage assets (inventory, repairs, configuring new machines).

- Troubleshoot and maintain IT hardware (iOS devices and Windows).

- Provide audio visual support (projectors, video conferencing, Zoom/Teams for Business).

Requirements

- Minimum 1-3 years of experience in IT Service and Support industry.

- At least two professionally recognized certifications (Fortinet, Microsoft, Cisco, ITIL, etc.).

- Experience in setup and configuration of Windows servers, Virtualization environments with VMware/Hyper-V, Azure virtualization, cloud-based applications, and troubleshooting.

- Must have experience working with networking devices, switches, routers, video conference devices, and wireless.

- Intermediate to proficient knowledge of MS Office applications; Office 365 support experience including MS Teams (and Teams Calling), SharePoint/OneDrive for Business, and Exchange Online.

- Experience in managing, maintaining, and securing Azure and Microsoft Office 365 deployments; from MFA to Conditional Access or Intune.

- Knowledge of TCP/IP and routing protocols, layer 2 and layer 3 network design principles.

- Excellent verbal and written communication skills.





- Extensive Microsoft environment knowledge including servers, licensing, AD, and DHCP.

- Extensive infrastructure knowledge, including networking, router/firewalls, servers, and workstations.

- Strong interpersonal skills with a polished and professional manner.

- Ability to deal with all levels of management.

- Excellent organizational skills with motivation, self-direction, and good time management skills.

- Ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy.

- Excellent attention to detail.

- Must be able to work remotely in Pacific Time Zone - Vancouver, Canada.

- Comply with background check requirements.

- This position requires reliable internet connection, backup power, and the use of personal equipment such as desktop/laptop.

Additional Skills or Assets

- Experience with ConnectWise, ITGlue, PowerBI.

- Experience with Fortinet, Cisco IOS, Meraki, Ubiquity, Sonicwall, PFSense, etc.

- Experience with VDI, virtualization technologies, and cloud hosting.

- Experience with SolarWinds RMM tools (N-able).

- Experience in Windows Virtual Desktop, Remote Desktop Services, or Citrix environments is advantageous.

- Understanding of DNS, especially as related to web and mail service.

Success Metrics

- Ticket resolution - Timely and effective resolution of escalated Tier 3 tickets

- Client satisfaction - Positive feedback from clients and internal stakeholders

- System uptime - Maintain high availability and performance of client infrastructure

- Process improvement - Identified and implemented infrastructure improvements and root cause fixes

- Team mentorship - Reduced escalations through knowledge sharing and mentoring

What We Offer

- Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.

- Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.

- Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.

- Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.

- Sick Leave: 12 days per year, available after probation.

- Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.

- Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.

📌 Systems Administrator (Tier 3) (Ahmedabad)
🏢 Outsourced
📍 Ahmedabad