Associate System Administrator

**Associate System Administrator**

**Customer Services**

**Pune office based.**
About the role
The job of an **Associate System Administrator **is essential to Idox, the role exists to provide excellent customer service to all internal and external customers using our Cloud services. Working in a fast growing team, you will be pivotal to maintaining and expanding Idox’s cloud services. Your position is important for our priorities of maintaining, securing, patching and expanding our hosted environment.

An Associate System Administrator will respond to and assist in resolving issues flagged by the Infrastructure Monitoring system to maintain uninterrupted service to our customers. You will use your initiative and innovation skills to put in place permanent fixes and changes to procedures to provide continual improvement to the customer experience.

You will also be a part of the team that process support calls for all cloud service related internal and external customer support queries and change requests ensuring all key information is logged accurately before using your technical skills to resolve.

Key responsibilities
Your role will have a broad set of responsibilities including:
Server Builds
- Build servers from vSphere templates configuring them as specified.
- Configure Windows to the specified needs.
- Make changes to existing servers where needed.
- Be responsible for the process and come up with ideas to increase efficiency.

Monitoring
- Respond to any alerts generated by the monitoring system.
- Be Responsible for maintaining the monitoring system, setting up new alerts, reconfiguring sensors and coming up with ideas to improve the process.

Patching
- Work with others in the team to manage Server patching.
- Review vulnerability reports and make changes where necessary.

Front Line Support
- Provide front line support to customers and internal staff in relation to managed service incidents, service requests and change requests.
- Resolve support calls where possible, in accordance with agreed SLAs.

Call Resolution
- Attempt first-fix on incidents where this is possible, building a knowledge base to grow first-fix capability.
- Design and create fixes and procedure changes that prevent reoccurrence of issues leading to better efficiency and improved customer experience.

General responsibilities
- Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company’s image is maintained to a high standard.
- Escalate any issues likely to result in the failure to complete a task to line management.
- Implementation and review of procedures: ensure that all procedures within the area of responsibility are fully documented, regularly reviewed and consistently adopted.

To be successful, you’ll need to bring:

- Minimum 2 years experience working within an IT environment.
- Experience building and patching MS Operating Systems to known secure standards.
- Basics of VMWare administration such as changes to CPU, RAM, disk and cloning machines
- Attention to detail.
- Strong interpersonal skills, able to deal effectively with people at different levels whilst also having good written and verbal communication skills.
- Discipline, organisation and self-motivation.
- Evidence that you are keen to learn.
- Good customer service skills.
- Passion for technology.

Additional desirable skills:

- Microsoft Certifications or equivalent.
- Experience using Microsoft System Centre.
- Knowledge of Citrix DaaS (Virtual apps), Storefront and Citrix ADC (Gateway).
- Basic Linux Skills
- Experience with helpdesk tools within an ITIL environment

About Idox:
Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our
hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.

Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.

We employ around 600 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
The benefits:
This post commands a competitive salary, dependent upon experience, along with an excellent benefits package.
How to apply:
Please note successful applicants will need to satisfy the Baseline Personnel Security Standards (BPSS) guidelines, which consist of the receipt of satisfactory references covering the last three years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make saf