Sr. System Administrator

Key Responsibilities:

• The handling of the tickets assigned to you by your team lead.
• Initial problem diagnosis of the case as well as next steps
• Identify and discuss root cause of user technical issues.
• Correctly follow the processes and procedures set out for your team.
• Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues.
• Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines.
• Update technical support documentation when required.

Expectations:

• Have the ability to troubleshoot network, software and operating system issues in a distributed software environment.
• Have experience in customer facing Technical Support
• Drive cases to resolution, while maintaining excellent communication with the customer
• Ensure that regular, accurate case notes are added to tickets.
• Utilize ticket management systems.
• Escalate relevant cases through the correct escalation paths.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Follow all company policies and best practices such as accurate time tracking.

Qualifications:

• Should be a Self Learner with a provided Training path.
• Advanced knowledge of computer hardware and software
• Experience with desktop operating systems.
• Strong experience with the Microsoft Office Suite of Applications
• Strong experience with Microsoft Cloud solutions such as Microsoft 365 and Azure
• Strong experience and expertise managing Microsoft Servers and Active Directory
• Strong experience with creating, managing, and deploying GPOs
• Experience with PowerShell and Automation
• Strong Experience with network technologies and devices such as APs, Routers, switches, and firewalls
• Strong Experience in Disaster Recovery/Corruption of the Windows Server Operating System
• Working knowledge of a range of diagnostic utilities and processes
• Good phone etiquette
• Good English written and oral communication skills.
• Knowledge of customer service principles and practices
• Effective listening skills
• Exceptional customer service orientation
• Must be able to identify and understand issues, problems, and opportunities.
• Experience working in a collaborative team environment.

Certifications(Good to have):

• MCSA

• MCSE

• Microsoft Azure Administrator