IT Support & System Administrator

The IT Support & System Administrator is responsible for overseeing and optimizing end-to-end IT user support, account management, and system operations processes. This role ensures business continuity by managing complex technical issues, driving process improvements, and mentoring junior team members. The Senior Executive acts as a subject matter expert (SME) and key escalation point for technical and operational matters.

Job Descriptions:

• Lead and oversee the resolution of escalated IT issues through troubleshooting, root-cause analysis, and effective corrective actions.
• Manage and oversee user accounts, access rights, and system permissions in line with security and access control policies.
• Coordinate user onboarding, offboarding, and access changes with HR and relevant departments.
• Lead system configuration and support, including promotion and campaign setup, testing, troubleshooting, and issue resolution.
• Drive continuous improvement by identifying recurring IT issues and implementing automation, preventive solutions, and process enhancements.
• Develop and maintain IT SOPs, technical documentation, and knowledge bases to ensure effective support and knowledge sharing.
• Provide technical leadership and guidance to users and junior IT team members, including coaching and knowledge sharing.
• Lead cross-functional coordination with internal teams and vendors to resolve critical issues and support IT projects.
• Oversee IT reporting and governance, including support reports, IT audits, security controls, and compliance with company policies.
• Represent IT in cross-functional projects and provide leadership support to ensure smooth delivery of IT initiatives.

Qualification / Skills Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience 3-5 years in system administration, IT support, or technical support role.
• Experience managing user accounts, access control, and IT governance.
• Hands-on experience with service management tools (e.g., Zendesk, ServiceNow)
• System administration and user account management
• Incident management and troubleshooting skills
• Knowledge of IT security, compliance, and access control
• Process improvement and automation knowledge
• Strong communication, collaboration, and leadership skills
• Ability to create documentation, train staff, and manage audits