Systems Administrator (MSP)
Merlin Computer Services | Cleveland, Ohio
Position Summary
Merlin Computer Services is seeking an experienced Systems Administrator to join our growing Managed Services organization. This position serves as a critical bridge between our Senior Infrastructure & Systems Engineer and our IT Support team, providing technical leadership, infrastructure administration, project execution, and escalation support across a diverse portfolio of client environments.
The Systems Administrator will serve as the Lead Help Desk resource, acting as the primary escalation point for support technicians while simultaneously supporting advanced infrastructure, cloud, virtualization, networking, cybersecurity, and business continuity initiatives. This role is ideal for an experienced IT professional who enjoys both hands-on technical work and leadership responsibilities and is looking to further develop toward a senior engineering career path.
The successful candidate will exemplify Merlin's commitment to accountability, ownership, communication, continuous improvement, and exceptional client service.
About Merlin Computer Services
Merlin Computer Services delivers managed IT services, cybersecurity solutions, cloud services, infrastructure support, consulting, and strategic technology guidance to organizations throughout Northeast Ohio and beyond.
Our mission is to provide secure, reliable, and innovative technology solutions while building trusted partnerships through technical excellence, responsiveness, accountability, and a relentless focus on client success. We believe technology should accelerate business growth, improve operational efficiency, and reduce organizational risk.
Why This Role Matters
As Merlin continues to expand its managed services practice, the Systems Administrator will play a key role in increasing engineering capacity, strengthening service delivery, supporting infrastructure modernization efforts, and improving operational scalability. This position is designed to bridge the gap between frontline support and senior engineering while helping establish technical standards, improve consistency, and elevate the overall client experience.
Key Responsibilities
Technical Leadership & Help Desk Operations
- Serve as the primary escalation point for Tier 1 and Tier 2 support issues.
- Function as the Lead Help Desk resource, helping drive service quality and support excellence.
- Provide mentorship, coaching, and technical guidance to support technicians.
- Assist with ticket prioritization, workload management, and escalation processes.
- Promote documentation standards, operational consistency, and knowledge sharing.
- Contribute to continuous improvement initiatives that improve service delivery and customer satisfaction.
Systems Administration
- Administer, maintain, and support Microsoft Windows Server environments.
- Manage Active Directory, Group Policy, DNS, DHCP, and related infrastructure services.
- Administer Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), SharePoint, Teams, and Microsoft security services.
- Support on-premises Microsoft Exchange environments where applicable.
- Perform patch management, system upgrades, performance tuning, and lifecycle management activities.
Infrastructure Ownership & Engineering Support
- Assume ownership of core infrastructure administration responsibilities across managed client environments.
- Support server administration, virtualization platforms, storage systems, and business-critical applications.
- Collaborate with the Senior Infrastructure & Systems Engineer on architecture, planning, and technology roadmap initiatives.
- Provide backup engineering coverage for critical systems and client environments.
- Assist in developing and maintaining technical standards and best practices.
- Support customer onboarding, technology transitions, and infrastructure modernization projects.
Virtualization & Cloud Technologies
- Deploy, administer, and troubleshoot Hyper-V environments.
- Support Azure cloud services and hybrid infrastructure environments.
- Assist with cloud migrations and workload modernization initiatives.
- Monitor capacity, performance, and infrastructure health across client environments.
Cybersecurity, Backup & Business Continuity
- Administer and maintain Veeam Backup & Replication solutions.
- Monitor backup success, recovery readiness, and disaster recovery preparedness.
- Support endpoint security, vulnerability remediation, email security, and cybersecurity initiatives.
- Assist with security incident investigations, remediation activities, and risk reduction efforts.
- Support compliance, business continuity, and disaster recovery planning activities.
Networking & Connectivity
- Configure, administer, and troubleshoot SonicWall firewall environments.
- Support Ubiquiti/UniFi wireless and network infrastructure.
- Manage VLANs, VPNs, routing, switching, and wireless technologies.
- Troubleshoot complex network performance, connectivity, and security issues.
- Support multi-site networks and hybrid cloud connectivity solutions.
MSP Operations & Client Support
- Utilize ConnectWise Manage and supporting MSP toolsets to manage work, documentation, and client communications.
- Maintain accurate documentation of systems, procedures, configurations, and client environments.
- Participate in project planning, implementation, and post-deployment support.
- Communicate proactively regarding progress, risks, timelines, and client expectations.
- Participate in after-hours maintenance windows, emergency support, and on-call rotations as required.
Required Qualifications
- Minimum 5 years of professional IT experience supporting business technology environments.
- Minimum 3 years of systems administration experience supporting Microsoft-based infrastructures.
- Experience working in a Managed Service Provider (MSP) environment strongly preferred.
- Strong troubleshooting, analytical, and root-cause analysis skills.
- Proven ability to manage multiple priorities and competing deadlines.
- Excellent written, verbal, and interpersonal communication skills.
- Demonstrated commitment to accountability, ownership, and customer service excellence.
Technical Requirements
Candidates should possess strong experience with many of the following technologies:
Microsoft Technologies
- Windows Server
- Active Directory
- Group Policy
- DNS / DHCP
- Microsoft 365
- Exchange Online
- Microsoft Exchange Server
- Azure / Microsoft Entra ID
- SharePoint Online
- Microsoft Teams
Virtualization & Backup
- Hyper-V
- Veeam Backup & Replication
- Disaster Recovery Planning
- Business Continuity Solutions
Networking & Security
- SonicWall Firewalls
- Ubiquiti / UniFi
- VLAN Configuration
- VPN Technologies
- TCP/IP Networking
- Wireless Networking
- Endpoint Security Platforms
- Security Best Practices
MSP & Service Platforms
- ConnectWise Manage
- ConnectWise Automate (or equivalent RMM tools)
- Documentation and Knowledge Management Platforms
- Client Onboarding and Migration Processes
Email Security & Data Protection
- Barracuda
- Microsoft Defender
- Email Security Platforms
- Spam Filtering and Email Continuity Solutions
Preferred Certifications
One or more of the following certifications are preferred:
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified: Administrator Expert
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA Server+
- Veeam Certified Engineer (VMCE)
- SonicWall Network Security Administrator (SNSA)
- Cisco CCNA
- Microsoft, networking, cloud, virtualization, and cybersecurity certifications
Equivalent experience and demonstrable technical expertise will also be considered.
Travel Requirements
This position supports both internal and external client environments throughout Northeast Ohio and surrounding regions.
- Travel to client locations is required for project implementations, system deployments, technology assessments, onsite support, and customer engagement activities.
- Estimated travel is approximately 10% to 30%, depending on project schedules and client needs.
- Must possess a valid driver's license and reliable transportation.
- Mileage reimbursement is provided in accordance with company policy.
- Occasional after-hours and emergency support may be required.
What Success Looks Like
Within your first year, you will:
- Establish yourself as the primary technical escalation resource for the Help Desk team.
- Successfully assume ownership of key infrastructure administration responsibilities.
- Lead and support client projects, upgrades, migrations, and infrastructure improvements.
- Improve documentation quality, operational consistency, and technical standards.
- Build trusted relationships with clients, coworkers, and business stakeholders.
- Demonstrate the ownership, communication, accountability, and service mindset that define Merlin Computer Services.
Merlin Culture & Core Expectations
At Merlin Computer Services, success is built on professionalism, accountability, ownership, communication, collaboration, and continuous improvement. Team members are expected to:
- Take ownership of outcomes, not simply tasks.
- Communicate proactively and transparently.
- Deliver work that is tested, documented, and client-ready.
- Demonstrate initiative and solve problems with a focus on long-term outcomes.
- Support coworkers while contributing to organizational success.
- Uphold the principles of Merlin's 10-A Framework: Attendance, Appearance, Accountability, Acceptance, Attitude, Achievement, Accomplishment, Acknowledgement, Availability, and Appropriateness.
Education
- Associate's Degree in Information Technology, Computer Science, or related field preferred.
- Equivalent experience, certifications, and demonstrated technical capability will be considered.
Benefits
Merlin Computer Services offers a competitive compensation and benefits package, including:
- Competitive salary commensurate with experience
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid Time Off (PTO)
- Paid holidays
- Life and disability insurance options
- Professional development and certification reimbursement opportunities
- Company-provided technology and tools
- Mileage reimbursement for approved business travel
- Career advancement opportunities within a growing managed services organization
Merlin Computer Services is an Equal Opportunity Employer. Employment offers may be contingent upon successful completion of background checks, drug screening, and other pre-employment requirements consistent with applicable laws and company policies.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
