The System Administrator is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

 

Duties & Responsibilities

• Handling Second Level Support of Service Requests, being Remote or Onsite, as required, in a professional and timely manner.
• Improve customer service, perception, and satisfaction.
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware and so on.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, Microsoft 365, Azure and so on.
•  Support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• System documentation and consulting services to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Ability to work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
• Enter all work as service or project tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Experience & Qualifications:

• 5 years of relevant hands-on experience within a technical environment.
• Professional IT Certifications, such as: Microsoft 365 Certified: Modern Desktop Administrator Associate and\or Microsoft Certified: Azure Administrator Associate
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Understanding of support tools, techniques, and how technology is used to provide IT services.

Good to have:

• A BA/BSc, preferably in computer science or a related field will be considered an asset.
• Diagnosis skills of technical issues.
• Great technical awareness: able to match resources to technical issues appropriately.
• Good diagnosis skills with regards to technical issues.
• Typing skills to ensure quick and accurate entry of service request details.

Personal Skills:

• Fluent in written and spoken English.
• Self-motivated with the ability to work in a fast-moving environment.
• Able to work in a team and communicate effectively.
• Able to multi-task and adapt to changes quickly.
• Has an organised approach towards work.
• Adapts quickly to new technology.
• Attention to detail.
• Eager to work.

Interested candidates should send a CV and a Cover Letter on [email protected]