IT Systems Administrator

2 months ago

Ahmedabad, India EXPEDITE HIRE Full time

Job Summary :

The IT Systems Administrator is part a global team that provides first and second level support for technical infrastructure, including laptops running Windows OS, mobile devices, end-user applications, and services. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and IT services, troubleshooting problem areas in a timely and accurate fashion, and providing end-user assistance where required.

The ideal candidate has at least 5 years of experience in an IT systems administration function in a global company in the retail or technology sector, is passionate about providing service, maintains a profession, and is pleasant using proper customer service skills. It may require some on-call support and off-hours maintenance work.

Responsibilities :

- Ensure end-to-end user experience and provides a single point of contact for users' incidents and requests.

- Provide white glove support experience for senior management.

- Provide timely resolution or escalation, communicating progress promptly, and handling customers with a professional attitude.


- Log and track incidents and requests and follow up with other resources to ensure incidents are resolved, and requests are fulfilled.

- Perform analysis, diagnosis, and resolution of complex problems for end-users, and recommend and implement corrective solutions.

- Install, configure, test, maintain, monitor, and troubleshoot users' workstations and related hardware and software to deliver required service levels.

- Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.

- Document resolutions and update self-help and knowledge bases.

- Procure hardware and software, and conduct assets management processes.


- Liaise with third-party support and equipment, software, and service vendors.

- Provide after-hours support as needed.

- Adheres to IT and company policies and follows procedures.

- Perform other duties as :

- 5+ years of experience in an IT Support position in a medium-large company environment.

- Associate/Bachelor Degree (B.S) from a four-year college or university with an emphasis in Computer Sciences, Information Systems or equivalent.

- Superior customer service skills in dealing with employees at all levels, including executives.

- Familiar with IT Service Management and ticketing tools.


- Experience with ServiceNow is preferable.

- Extensive computer equipment support experience with PC and Mac computers and mobile devices iOS/Android.

- Hands-on hardware troubleshooting experience.


- Technical knowledge of current protocols, operating systems, and standards, including Windows OS, MacOS, MS Office, and other productivity tools.

- Hands-on working knowledge with collaboration tools (Zoom, Box, Slack, etc.) and Active Directory/Office 365 administration, including IAM tools such as Okta.

- Ability to manage and support meeting conferencing, AV, and VoIP systems.

- Good knowledge of security tools such as MDM/UEM, endpoint protection, internet security, endpoint encryption, patch management, VPN, events logging, and anti-phishing/spam techniques.

- Ability to conduct research into issues and products as required.

- Strong written and oral communication skills.


- Ability to present ideas in user-friendly language.


- Effective interpersonal skills.

- Analytical and problem-solving abilities, with keen attention to detail.

- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure and fast environment.

- Experience working in a team-oriented, collaborative environment.

- Good understanding of core information technologies, servers, networking, DNS, email, TCP/IP.

- Certifications are desirable in A+, Network+, Security+ concepts, and IT Service Management frameworks.

(ref:hirist.tech)

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