Senior System Administrator

Position Summary

Senior System Administrator, specifically geared towards someone experienced in end-user IT support, including Active Directory, Office 365, Intune, VPN, and network-related troubleshooting. 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.

Education and Qualification

Required

• Bachelor's degree in project management, Business, IT, Engineering, or related field
• 3+ years of project management experience (industry-specific experience a plus)
• Familiarity with ITIL concepts (especially Incident Management).

Preferred

Preferred Certifications:

• ITIL V4 Certification
• Any Microsoft Certification or CCNA

Technical Skills:

• Strong experience with: Windows OS, AD, O365, Intune, VPN clients, PowerShell, ticketing systems (e.g., HaloPSA, ServiceNow)
• Familiarity with MFA, Conditional Access, and email security platforms.
• Excellent troubleshooting, communication, and customer service skills

Responsibilities

1. End-User IT Support

• Act as the primary escalation point for complex end-user issues across desktops, laptops, mobile devices, and peripherals.
• Provide timely and professional support via phone, email, remote access, or on-site when required.
• Resolve up to Level 2 support tickets escalated from Level 1 staff or automation systems.

2. Active Directory & Identity Management

• Manage user accounts, group memberships, password resets, and access rights in Active Directory.
• Support and troubleshoot issues related to Group Policy Objects (GPO), user logon problems, and account lockouts.
• Ensure compliance with user provisioning and de-provisioning processes.

3. Office 365 Administration

• Provide support for Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, etc.).
• Handle mailbox issues, distribution groups, shared mailboxes, licensing, and security settings via Microsoft 365 Admin Center or PowerShell.
• Assist with email migrations, hybrid setups, and spam/antivirus filtering systems (e.g., Exchange Online Protection).

4. Intune & Device Management

• Manage and support Intune for endpoint deployment, compliance policies, and mobile device management (MDM).
• Troubleshoot device enrolment issues, configuration profiles, application deployments, and conditional access policies.
• Ensure proper patching, encryption (BitLocker), and compliance enforcement via Intune.

5. VPN & Remote Access Support

• Configure and troubleshoot VPN clients, remote access gateways, and related firewall policies.
• Support users with connectivity issues, MFA-related problems, and performance concerns while working remotely.
• Liaise with network/security teams to ensure proper access and auditing.

6. Networking Support

• Provide basic network troubleshooting (e.g., IP conflicts, DNS issues, network printer/scanner setup).
• Assist users with connectivity issues across wired and wireless networks.
• Escalate more advanced routing, switching, or firewall issues to the network team but remain engaged for end-user coordination.

7. Documentation & Knowledge Management

• Maintain detailed and accurate documentation of issue resolutions, SOPs, and user guides.
• Contribute to and maintain the IT knowledge base for common issues and troubleshooting steps.
• Provide mentoring and training for junior helpdesk team members.

8. Security and Compliance

• Ensure endpoint devices meet organizational compliance standards (encryption, antivirus, patching).
• Respond to security alerts related to user devices and accounts in coordination with the InfoSec team.
• Promote and educate users on best practices for IT security and data protection.

10. Reporting & Escalation

• Provide regular status updates on open issues to end users and internal stakeholders.
• Escalate unresolved or persistent issues to engineering or third-party vendors as appropriate.
• Monitor SLA compliance and ticket queues, ensuring timely resolution of all assigned tasks.