System Administrator

Roles and Responsibilities :

• Managing the end user support team to ensure that all issues are resolved in a timely and efficient manner.
• Developing and implementing strategies to improve end user satisfaction and productivity.
• Providing technical support to end users for hardware and software issues.
• Managing user accounts, permissions, and access to network resources.
• Setting up and maintaining backup and recovery procedures for end user data.
• Monitoring and managing system performance to ensure optimal performance for end users.
• Creating KBs and Self-help solutions and Support for user awareness campaigns.
• Ensuring compliance with security policies and procedures to protect sensitive data and information.
• Troubleshooting and resolving technical issues related to end user devices and applications.
• Managing software updates and patches to ensure that end user systems are up-to-date and secure.
• Developing and maintaining documentation and standard operating procedures for the end user support team.
• Laise with vendor for hardware repair and replacements.

Role Expectations :

• Strong understanding of Windows, SCCM & Intune.
• Experience with ITIL framework and ITSM platforms.
• Solid leadership, communication, and conflict-resolution skills.
• Analytical mindset to drive data-based decisions on service improvement.
• Ensure end users have reliable, secure, and efficient access to tools.
• Reduce downtime and improve support response/resolution times.
• Foster a user-focused culture within the IT support function.
• Enable productivity through proactive support and modern device management.
• Review trend of support cases related to endpoint, deployment, and areas to identify any areas of concern, propose, and implement improvement measures.
• Communication skills – verbal and written.
• Takes initiative, offers insights on optimization.