Present Role: System Administrator

Kamloops, BC · 2026 – Present 

In my role as System Administrator, I oversee the full spectrum of Tier 1 and Teir 2 issues for TLC's MSP clients, ensuring reliable, secure, and efficient technology infrastructure that supports their business goals and productivity.

Key responsibilities include:

• Resolve Tier 2 support issues such as requests for support of hardware, software
  and communication devices.
• Investigate alerts, user issues and other requests for support.
• Setup new hardware such as network infrastructure, camera systems, server
  builds, phone systems.
• Monitor all client issues and system faults, identifying trends and patterns and
  make recommendations to relevant team members, covering both technology and
  internal processes.
• Ensure that all work is carried out and documented in accordance with existing
  standards, methods and procedures.
• Use any opportunity to inform and educate users on best practices with regards to
  existing technology, create educational and support materials.
• Perform client assessments for potential new clients on their current infrastructure
• Research and seek software updates, settings, configuration, known issues, new
  solutions in order to aid in problem resolution.
• Conduct onsite service trips as required; some travel will be required.
• Provide exceptional customer service to all clients and potential clients.
• Prioritize tickets based on severity and impac.
• Continuous improvement of self through workshops, certifications, job shadows
  etc.
• Coach co-workers through training, shadowing, and advice on a daily basis.

The Systems Administrator is a frontline technical support person that resolves Tier 2
support issues and mentors less senior team members. The daily workload is determined by the support requests from clients. Some requests can be resolved remotely, and some will require an onsite visit and meet with the client directly.