Job Openings IT System Admin

About the job IT System Admin

Position Title: IT System Admin

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: June 2024

Schedule: 9:00 PM - 6:00 AM PHT

Summary:

As a Level 3 technician, you will be responsible for providing advanced technical support to our clients and troubleshooting complex issues.

Hire will act as a point of contact for customers for information technology-related problems. Assist our customers with support, incident management, and client communications for IT systems faults and service requests.


Responsibilities:

  • Provide first & second tier support for any client IT issues and problems

  • Help customers by phone, email and/or using a ticket management system. For us, providing amazing customer service is everything so we expect excellence in this area.

  • Manage and maintain customer backups, offsite and appliances

  • Take ownership of tickets and track issues through to resolution

  • Create & update the internal documentation with issue resolution details and new processes

  • Support servers, desktops, laptops, tablets & smartphones

  • Create & maintain user accounts including rights, permissions and systems groups as per standard operating procedures

  • Effectively handle time sensitive critical incidents

  • Escalate problems to outside support vendors, as required

  • Determine incident scope and impact quickly and accurately

  • Act as a liaison between customers and technical escalation teams

  • PBX support for clients

  • Weekend and after hours on-call rotation will be required


Qualifications:

  • Excellent customer service abilities with strong interpersonal communication

  • Ability to work effectively within a team

  • Eagerness to acquire new skills and take on new challenge

  • Experience in managing and executing projects efficiently

  • Strong organizational abilities to manage multiple tasks and priorities

  • Skilled in identifying issues and implementing effective solutions

  • Effective time management skills to ensure timely resolution of issues

  • Proficient in managing and troubleshooting TCP/IP networks

  • Experience with Professional Services Automation (PSA) tools and Remote Monitoring and Management (RMM) software

  • Knowledge in managing Azure Active Directory and Entra ID

  • Experience with Intune and Autopilot for device management

  • Expertise in managing and installing Microsoft servers

  • Proficient in managing Microsoft Exchange Online

  • Strong understanding of Microsoft 365 applications and services

  • WordPress/Website management experience is seen as an asset, but not a necessity