SysOps Engineer

Position Overview:

Remote, full time US (EST) working hours.

The SysOps Engineer is responsible for monitoring, maintaining, and responding to AV alerts, system health issues, and infrastructure-related tasks across client environments. This role ensures issues are resolved efficiently or escalated appropriately, while also contributing to automation efforts and system improvements in collaboration with the internal IT team.

The ideal candidate will be detail-oriented, process-driven, and comfortable working in a fast-paced MSP environment that serves healthcare clients.

Key Responsibilities:

• Monitor and respond to antivirus, security, and system alerts across multiple client environments.
• Perform day-to-day system administration tasks (Windows Server, Active Directory, backups, patching, etc.).
• Investigate incidents and perform initial triage before escalating according to SOPs.
• Collaborate with internal IT and service delivery teams to implement automation, scripts, and monitoring improvements.
• Document issues, solutions, and recurring trends to improve alert handling and reduce false positives.
• Maintain compliance with HIPAA, security standards, and internal documentation protocols.
• Contribute to internal knowledge bases with SOPs, automation tools, or script documentation.

Key Performance Indicators (KPIs):

• Alert Response Time: 15 minutes for critical AV/system alerts.
• Resolution Time (non-escalated): 90% resolved within defined SLA (e.g., 4 hours).
• Escalation Accuracy Rate: 95% of escalations follow proper process and contain sufficient context.
• Automation Participation: Contribute to at least 3 approved automation scripts, task, or improvement per month.
• Documentation Compliance: 100% documentation of actions taken for each alert or incident.