Systems Administrators

Job Description

Job Description
Take ownership for all tasks assigned, from the point they are assigned until agreement is reached, ensuring completion and bringing tasks to a logical closure Communicate and report proactively with colleagues, leadership and others in the organization by using appropriate means of communication Focus on time management by timely and quick completion of all allotted tasks quick response to all communications attendance in all meetings and appointments before the scheduled start time Focus on self-development (for both technical and soft skills) by taking initiatives and leveraging the multiple platforms and opportunities at disposal and should be able to demonstrate continuous improvement. Be the primary technical interface to customer and meet/surpass their SLA expectation Be able to handle and close 90% of all incidents/requests/demand Support / create automation to remove repetitive low value tasks Achieve target objective for first time fix of all technology demand Troubleshoot, technical actions and technical assistance for: Response to all user demand, by portal, phone or email Provide 1st line issue resolution for incidents that do not need engineering consideration Simple 'break/fix' resolutions Proactive triage (trend changes, thresholding) Tier 1 incident response/resolution across all capabilities with escalation to TechOps or Security Ops Investigation and diagnosis, then solving (where possible) or escalating/ reporting changes to the TechOps or Security Ops section New service requests Provide advanced troubleshooting and resolution for: Device upgrades End user software, hardware Solving user profile issues Responsible for patching of all front-end systems Responsible for creating shared drives and manage tech. escalations Responsible for granting permission for folder access and manage tech. escalations Responsible for granting access to applications and manage tech. escalations Responsible for resolving issues during file transfer for users and manage tech. escalations Responsible for managing technology tools and manage tech. escalations Build an internal solution knowledge base with technical documentation, manuals and IT policies for his/ her area of expertise Coordinate with the third-party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same and manage tech. escalations Develop periodic Service Desk reports on issue trends and statistics for his/ her area of responsibility Requirements BSc/BA in Computer Science, Engineering or a related field Relevant professional certification would be an advantage 6+ years of experience in USC or related areas Strong knowledge of general areas within IT Service Desk Areas MAC support experience

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