Kindly send your CV at [Confidential Information].
Currently looking for candidates located in the Philippines.
The System Administrator provides advanced level support for clients applications, networks, servers, IT infrastructure, cloud environments, and cybersecurity. The technician will also participate in clients solutions deployment.
Job Responsibilities:
- Provide advanced level support for both internal and client applications, networks, servers, cloud environments, and IT infrastructure.
- Lead the resolution of high-impact technical issues.
- Act as an escalation point for L1 and L2 technicians.
- Conduct in-depth technical analysis and performance tuning.
- Perform maintenance tasksfor both internal and client applications, networks, servers, cloud environments, and IT infrastructure.
- Provide advanced level cybersecuritysupport using client'scybersecurity tools and working with client's SOC, including Security Incident Response.
- Participate in deployment of both internal and clientIT solutions.
- Facilitate open, verbose, and frequent communications, and updates between internal and external users ensuring they are informed and satisfied throughout the resolution process.
- Maintain strong relationships with internal and external teams through good customer service and prompt responses to requests.
- Contribute and maintaindetailed documentation of all support activities, solutions, and resolutions in the PSA system and documentation platform.
- Meet ticketing Service Levels and internal standards for response time and resolution.
- Submit accurate real-time time entries, notes, status updates, and communications via PSA system.
- Participate in anafter-hours on-call support rotation and provide support in alignment with established Service Levels and KPIs.
- Participate in continuous training and development to stay updated with the latest technologies and best practices as agreed upon with your supervisor/manager.
- Mentor junior team members and provide guidance on best practices.
- Performs other related tasks assigned by the manager and/or client.
Job Requirements:
- Bachelor's degree in IT, Computer Science, or any other related course.
- At least 5 years of solid work experience in a related industry, preferably inMSP.
- With a good verbal and writtenEnglishcommunication skills.
- Has the ability to communicate technical information to a non-technical person.
- Certification in Microsoft, Windows, Cisco, or Symantec is a big plus.
- Strong experience and knowledge with the following technology is amust:
- Managing Windows-based servers and application
- Administration of Microsoft Azure environments
- Administration of Microsoft 365 environments
- Experience and knowledge of Mac OS troubleshooting, and configuration is an advantage.
- Experience and knowledge with different security platforms, anti-virus, and malware (Symantec Endpoint Protection, Windows Defender, etc.) is a plus.
- Open to work in night shift schedules, weekends and PH holidays.
KPI:
- CSAT
- SLA compliance
- First-touch resolution rate
- Resolution time
- Number of tickets resolved.
- Reopened tickets rate
- Continuing education
- Good citizenship (e.g. real-time time entries, on-time timesheets)
