Systems Administrator L2

Ripple is looking for a highly skilled and motivated Systems Administrator to join our dynamic IT team. In this role, you will be responsible for the administration and maintenance of our internal systems as well as those of our clients, handling support escalations, and ensuring the security and compliance of our clients infrastructure. You will play a key role in project engineering, automations, internal tooling, and supporting our clients employee lifecycle needs. Additionally, this role will involve mentoring support staff and contributing to our SOC 2 compliance efforts.

Mission for a Ripple Systems Administrator:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you. To nurture and lead fellow Ripplers with your technical and people skills.

Our Values:

Best is Best
We find the best ways to do things, and often it means learning something new and changing our ways. This is the surest path to customer success, and for personal and professional growth.

Empathy and Kindness
Empathy is the gateway to helping, kindness the tool.
We first need to understand how someone is feeling, then use kindness and thoughtful communication to show our respect.

Ask Why, Not How aka Effectiveness > Efficiency
We need to understand what we are trying to accomplish before we can craft the best solutions.

Team Performance, Family Feel
Only a team of high performers is worth being on, and for as long as someone chooses to kick ass at Ripple, they should feel like Ripple is their second family.

Style and Design Make Everything Better.
Design is a choice one makes to improve the world and embrace the human spirit.

Requirements

Mission for the Ripple Systems Administrator:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Core Values

• Assume Good Intentions
• Best is Best
• Collaborate Always

Beliefs we practice

• Freedom to do your best work

• Ask why, not just how
• Commitment to each other
• Celebrate loudly
• Team performance, family feel
• Style & design make everything better

Purpose

• To deliver a service experience that inspires everyone it touches.

The kind of stuff you'll do:

1. Project Engineering:

• Design, implement, and manage IT projects related to systems and infrastructure

• Collaborate with cross-functional teams to ensure successful project delivery within deadlines.

• Research and recommend new technologies or improvements to existing systems to optimize performance and scalability.

2. Support Escalations:

• Act as the point of escalation for complex IT issues that require advanced troubleshooting.

• Provide timely and effective resolutions to critical issues affecting business operations.

• Work closely with support teams to ensure high levels of client satisfaction and system uptime.
  

3. Client Onsite Work:

• Provide onsite support to clients as needed, ensuring the seamless operation of systems and troubleshooting hardware or software issues.

• Conduct system installations, upgrades, and troubleshooting for client infrastructure.

• Provide technical consulting and recommendations for client-specific needs.
  

4. Employee Lifecycle Automations:

• Design and implement automation processes to streamline the employee lifecycle, including on-boarding, off-boarding, and role transitions.

• Manage and maintain user accounts, permissions, and access control systems for clients.

• Automate administrative tasks related to user provisioning and de-provisioning, ensuring a secure and efficient process.

• Develop and implement processes to move clients towards 0 touch endpoint deployment.
  

5. Support Staff Mentoring:

• Mentor and train support staff, providing guidance on best practices and troubleshooting techniques.

• Help build the technical skills of the team, promoting knowledge sharing and collaboration.

• Foster a culture of continuous learning and improvement within the support staff.
  
  

6. Internal Tooling:

• Develop, maintain, and optimize internal tools to automate routine tasks and improve team efficiency.
• Collaborate with Engineers to integrate internal tools with other systems and software.
• Ensure internal tools meet security, performance, and usability standards.
  
  

7. Compliance:

• Assist with monthly audits to ensure adherence to SOC 2 compliance requirements.
• Assist with the preparation and documentation needed for SOC 2 audits.
• Identify and address gaps in compliance and implement corrective actions as necessary.
• Work with security teams to implement and maintain controls that meet SOC 2 standards.

How you will know if you are successful:

• Ripple customers will sing your praises often. They will say things like: "Pat is so friendly." "Pat is so helpful." "Pat helped me understand something technical without sounding technical." "Pat never speaks down to me."
• Your fellow Ripplers will sing your praises often. They will say things like: "I know I can always go to Pat for help." "Pat is a real self-starter." "Pat listens to me." "Pat is fun." "Pat just gets the job done."

What you need to bring:

• Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times
• Natural troubleshooting skills
• Ability to find answers
• Unquenchable desire to grow - personally, and professionally
• A "roll up your sleeves and let's get to it" work ethic
• Both Mac and PC skills
• Use - and create - documentation
• Previous MSP experience a big plus

Benefits

What we'll bring:

• A workplace of unrivaled flexibility
• Challenging work
• A team that cares about you and your goals
• Good pay
• Group Health, Dental, and Vision Insurance
• Short/Long Term Disability
• Life, Critical Illness, Accident, and Cancer Insurance
• 401(k) Retirement Plan: 3% Employer Contribution, immediately vested
• Amazing clients and coworkers