XTN-D200237 | SYSTEMS ADMINISTRATOR

The Systems Administrator is responsible for managing and maintaining client IT environments while providing technical support across multiple client accounts in a remote, home-based role. The position involves resolving complex technical issues related to Microsoft 365, servers, networks, and user administration, implementing and supporting infrastructure projects such as system deployments and migrations, and performing proactive maintenance to ensure the stability and reliability of client systems. All support, project, and maintenance activities are managed and documented through a ticketing system to ensure accurate tracking and efficient service delivery.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Systems Administration & Client Environment Management

•  Administer and maintain client Microsoft 365 and server environments, including identity, access, security, configuration, and overall system health. 
• Manage the user lifecycle effectively, including account creation and offboarding, security  groups, licensing, permissions, and conditional access, with a clear understanding of the impact of each change.
• Perform proactive maintenance activities such as backup testing, applying and validating updates, monitoring environment health, and identifying potential issues before they impact clients.
• Ensure all activities, including proactive and scheduled maintenance, are properly documented through tickets with accurate time tracking.

 Support & Issue Resolution

• Manage and prioritize client tickets based on urgency and business impact, ensuring timely progress and resolution.
• Own tickets through to resolution. When issues require escalation, provide complete 
  documentation of troubleshooting steps performed, findings, and discussions with senior technical resources.
• Apply strong understanding of client environments to resolve issues effectively rather than simply escalating requests without investigation. 
• Communicate with clients clearly and professionally by asking relevant questions, providing concise updates, and ensuring expectations are managed.
• Maintain detailed ticket documentation for transparency, accurate reporting, billing purposes, and effective handover between team members.

 Project Work

• Support project-based initiatives including system implementations, migrations, new 
  environment setups, rollouts, and infrastructure changes.
• Take ownership of assigned project tasks from planning and implementation through testing, documentation, and completion.
• Effectively balance project responsibilities alongside support and maintenance activities while keeping stakeholders informed of progress and priorities.

 Ticketing, Time & Accountability

• Ensure all work is accurately captured through tickets and time tracking, including support requests, projects, proactive maintenance, and internal activities.
• Maintain strong time management practices by ensuring working hours are properly recorded against relevant tasks and activities.
• Focus on progressing and completing tickets and projects efficiently while maintaining service quality. 
• Consistently meet productivity and service expectations while ensuring visibility of completed work and contributions to the team. 

Daily Rhythm & Communication

• Attend daily team meetings prepared with updates on key tickets, project milestones, client commitments, and priorities.
• Maintain consistent communication with team members and stakeholders to ensure alignment across activities and timelines.
• End each day with accurate documentation, updated tickets and project notes, organized priorities, and a clear plan for upcoming tasks.

Documentation & Knowledge Base

• Identify opportunities for improving documentation and contribute knowledge articles when recurring issues or solutions require formal reference materials. 
• Follow standardized documentation formats and processes to ensure consistency and usability.
• Create documentation that provides sufficient detail for others to understand, follow, and apply solutions effectively.

Autonomous Workload Management

• Manage workload independently by prioritizing tasks, scheduling activities, coordinating with clients, and maintaining an accurate calendar.
• Proactively manage communication with clients and internal teams, ensuring timely responses and effective follow-through. 
• Maintain strong organization and visibility of workload to support efficient service delivery.

Process Compliance & Service Standards

• Follow established support and project processes, ensuring work is properly documented, escalated appropriately, and completed according to service standards. 
• Understand and consistently work toward defined service expectations and resolution benchmarks. 

 Ensure every ticket provides a complete record of the issue, investigation performed, findings, and resolution to support transparency and continuous improvement.

• 3–5 years of relevant experience in a similar role
• Proven experience working with IT or Managed Service 
• Provider (MSP) environments
• Strong background in troubleshooting and resolving issues 
  related to networks, Office 365, SharePoint, and servers
• Hands-on experience with ticketing systems for incident and 
  request management
• Ability to provide technical support through multiple channels, 
  including phone, email, and ticketing platforms
• Prior Level 2 (L2) support experience, with demonstrated 
  ability to handle escalations and complex issue

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.