Senior System Administrator

Position Summary

Senior System Administrator is a skilled technician who can act as the first point of contact for their end-users to resolve or escalate issues related to desktop hardware, software, network, and others when a request is raised through phone calls, emails, or chats.

They have effective communication and customer service skills and can troubleshoot end-user support issues quickly. Success for them is high customer satisfaction and quick resolution of helpdesk tickets.

They act as intermediaries between their organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately reordered, prioritized, and resolved within the defined service-level agreements (SLAs)

Education and Qualifications

• Bachelor’s degree and Undergraduate with minimum 2 years of experience.
• At least 2 – 3 years of working experience with Windows domain desktop & end-user technical support.
• Experience of working with teams of English-speaking countries
• Excellent customer service skills.
• Active Directory user management and troubleshooting
• All of L1 Competencies (Desktops/Printers/VPN/Network Connectivity/Active Directory)
• Office 365 Exchange Online Administration (User Mailbox, License, Mail Flow etc).

Responsibilities

• Desktop operating system maintenance, troubleshooting, and diagnosis
• Desktop connectivity troubleshooting
• Application installation and support
• Printer installation and support
• Client VPN installation and support
• Microsoft Office Suite Support
• Desktop antimalware administration and resolution
• Active Directory user management and troubleshooting

Added Advantage

• O365 administration.
• MCSA, AZ-900 or Network+, ITIL foundation
• ITIL
• Knowledge of Windows Server Administration • Patch Management/L1 Incident Response