[ref. q7134404] IT Administrator (Client Support) | Onsite in QC (Night-shift)

IT Administrator (Client Services) - QC Site (Night Shift)

Location: SM North Edsa

Role Overview

The System Administrator (Client Services) is responsible for fostering strong relationships with clients, ensuring they receive maximum value from our managed services, and driving satisfaction, retention, and account growth. Acting as the voice of the customer, the CSA ensures a positive client experience by coordinating across technical, support, and project teams to proactively address client needs and business objectives.

Responsibilities:

• Technical Subject Matter Expert
• Perform L1 System Admin tasks such as but not limited to monitoring and maintaining of servers, network, M365 and workstations.
• Update IT Documentation.
• Answer questions about client IT setup from Account Managers and Support Teams.
• Client Relationship Management
• Serve as contact for assigned accounts.
• Build trust and credibility through consistent communication and delivery follow-up.
• Educate clients on service offerings, tools, and engagement practices.
• Customer Experience & Satisfaction
• Monitor client health and satisfaction using tools and reports.
• Conduct regular check-ins and satisfaction reviews (monthly, quarterly, or as needed).
• Client Reporting & Communication
• Prepare and deliver client performance reports, service usage data, and project updates.
• Communicate ongoing value of services delivered.
• Issue Escalation & Coordination
• Collaborate with technical teams to address and resolve service issues.
• Escalate critical concerns and ensure timely, high-quality resolution.
• Account Growth
• Uncover new service opportunities through client conversations and usage insights.
• Collaborate with Account Managers to expand client services where appropriate.

Qualifications:

• 3+ years in system administration, technical account management, technical pre-sales, customer success, or technical support services—preferably in IT, MSP, SaaS, or technical services.
• Excellent communication, relationship-building, and organizational skills.
• Ability to understand and communicate technical concepts clearly.
• Experience using CRM and ticketing system solutions.
• Proven ability to manage multiple accounts with varying levels of complexity.
• Proven ability to thrive in US business hours (CST)

Preferred Skills:

• Familiarity with MSP tools (PSA, RMM, documentation platforms)
• Good understanding of IT infrastructure and service delivery