IT Infrastructure Specialist

Job Summary:

We are seeking a skilled System Administrator to join our team. This role is responsible for the management and maintenance of desktops, laptops, and other end-user devices throughout the organization.

• Desktop and Laptop Management: Oversee the management and maintenance of desktops, laptops, and other end-user devices throughout the organization.
• Troubleshooting and Support: Diagnose and swiftly resolve a wide range of issues related to Windows and MacOS applications, as well as networking problems, to minimize downtime.
• Network Troubleshooting: Troubleshoot basic network connectivity issues in LAN/WAN environments.
• System Maintenance: Resolve system-related problems, including software installations and antivirus updates, as needed.
• Reporting and Analytics: Generate reports and dashboards to monitor compliance status, software inventory, hardware inventory, and other key performance indicators using tools like Manage Engine Desktop Central, Jamf Business, and Freshservice reporting tools.
• Application Installation and Management: Coordinate and implement the installation of client- and department-specific applications and systems. This includes the creation, management, access provision, and administration of vendor-specific software and applications.
• Ticket Escalation: Proactively escalate tickets to the appropriate senior team members or specialists.
• Onboarding and Ticket Management: Actively monitor the onboarding pipeline and ticket queues, ensuring that all requests are handled according to Service Level Agreements (SLAs).
• System Audits and Upgrades: Conduct regular system audits and upgrades to enhance performance and mitigate risks.
• User Review: Monthly user review in all the application and systems.
• Research and Problem-Solving: Research and identify solutions to both software and hardware issues.
• Prioritization and Multitasking: Prioritize and manage multiple open issues simultaneously.
• Customer and Business Support: Be dependable, accountable, and responsive to customer and business needs; willing to be on call to support critical issues that arise at any time during weekdays or weekends.
• Cloud and Productivity Support: Provide troubleshooting and technical support for cloud applications and productivity tools.
• On-Site Support: Deliver on-site support for office technology, including wireless networks, audio/video conferencing, and call center suites.

• Technical Support: Proficient technical support skills with laptop hardware (Windows 10, macOS) and Android devices.
• Freshservice and Manage Engine Desktop Central: Experience with Freshservice and Manage Engine Desktop Central.
• Mobile Device Management: Experience with Mobile Device Management tools such as Manage Engine Desktop Central and Jamf Pro, as well as endpoint security tools like Netskope WebGateway, Bitdefender, and Indefend.
• VOIP and Teleconferencing: Capable of supporting VOIP call center suites, teleconferencing systems, and communication tools such as Google Meet, Zoom, and Slack.
• Infrastructure Support: Ability to troubleshoot and support infrastructure components, including wireless networks, multi-function printers, AV equipment, and networking (TCP/IP, DNS, etc.).
• System Maintenance: Proficient in system maintenance, including updates and patch management.
• Troubleshooting: Strong troubleshooting skills to effectively diagnose and resolve hardware and software issues.
• Security Protocols: Ability to implement and manage security protocols to protect organizational data against unauthorized access and threats.
• Hardware Maintenance: Knowledge of hardware maintenance to ensure the continuous functionality of all IT equipment.
• Server Management: Expertise in server management to ensure reliability, security, and performance of server resources.
• Problem-Solving and Communication: Strong technical troubleshooting and problem-solving capabilities, as well as solid communication and documentation skills.
• Linux Knowledge: Basic Linux knowledge (optional).