System Administrator & Technical Support Specialist

• Microsoft 365 Administration

  • Administer Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, and the M365 admin center.
  • Manage the user lifecycle: provisioning, licensing, mailbox configuration, distribution and security groups.
  • Configure and maintain Microsoft Entra ID (Azure AD): users, groups, Conditional Access, MFA, and SSO.
  • Administer Microsoft Intune: device enrollment, compliance, and configuration policies.
  • Apply security and compliance controls — DLP, retention, Defender for Office 365, and Secure Score remediation.

  Microsoft Azure Administration

  • Manage Azure resources: virtual machines, storage, networking (VNet, NSG), and resource groups.
  • Monitor resource health, performance, and cost; configure alerts and drive optimization.
  • Administer RBAC, identity, and access management across subscriptions.
  • Support backup, recovery, and business-continuity for cloud workloads.
  • Maintain documentation of cloud architecture and configuration baselines.

  Technical Support / Service Desk

  • Provide first- and second-line support for hardware, software, network, and connectivity issues.
  • Manage endpoints: Windows desktops/laptops, peripherals, and mobile devices.
  • Handle onboarding/offboarding: account setup, equipment provisioning, and access deprovisioning.
  • Create and maintain knowledge base articles and end-user guides.

  Jira Service Management (JSM)

  • Manage the ticket lifecycle: triage, prioritize, assign, resolve, and close incidents and service requests.
  • Operate within SLA targets; monitor queues and escalate in line with defined workflows.
  • Maintain request types, queues, automation rules, and the service catalog (in coordination with the Jira administrator).
  • Track and report on ticket metrics — volume, resolution time, SLA compliance, and CSAT.
  • Contribute to continuous improvement of support workflows and self-service deflection.

  Security & Governance

  • Enforce IT policies, change management, and access-governance procedures.
  • Support internal and external audits; maintain configuration and compliance records.
  • Apply patching and vulnerability remediation across endpoints and servers.

Desired Candidate Profile

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in system administration and technical support.
• Hands-on Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID).
• Hands-on Microsoft Azure administration (IaaS, networking, identity).
• Demonstrated experience managing tickets in Jira Service Management (or an equivalent ITSM platform).
• Strong knowledge of Windows Server, Active Directory, and networking fundamentals.
• Working understanding of ITIL service-management practices.

Preferred Certifications

• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• ITIL 4 Foundation
• Atlassian / Jira Service Management certification

Core Competencies

• Strong troubleshooting and analytical skills.
• Customer-service orientation with clear written and verbal communication.
• Ability to prioritize across competing requests under SLA pressure.
• Documentation discipline and attention to detail.
• Bilingual English / Arabic preferred.