Systems Administrator

Job Title: Systems Administrator Department: Information Technology Reports To: Group CITO

Job Summary The Systems Administrator is responsible for delivering exceptional end-user support, managing the IT Help Desk function, administering Microsoft 365 services, and maintaining core IT infrastructure. The role serves as the primary escalation point for technical issues and ensures the efficient onboarding, offboarding, and support of employees across the organization. This position requires strong technical expertise in Microsoft technologies, endpoint management, security best practices, and infrastructure administration, combined with leadership skills to supervise support operations and drive continuous service improvement.

Desired Candidate Profile

Key Responsibilities

Microsoft 365 Administration

• Administer Microsoft 365 services including:

  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive for Business
  • Microsoft Forms

• Manage licenses, subscriptions, and service configurations.

• Support compliance, retention, and governance requirements.

Endpoint Management & Intune Administration

• Manage Microsoft Intune and endpoint management solutions.

• Configure and deploy:

  • Security policies
  • Device compliance policies
  • Application deployments
  • Device configurations

• Monitor endpoint health and compliance.

• Support Windows desktop management and troubleshooting.

Exchange Online Administration

• Manage Exchange Online mailboxes and mail flow.
• Configure shared mailboxes, distribution groups, and permissions.
• Troubleshoot mail delivery and authentication issues.
• Support retention, archiving, and mailbox lifecycle management.

End User Support & Help Desk Management

• Manage and oversee the IT Help Desk system and support operations.
• Ensure all incidents, service requests, and problems are logged, tracked, and resolved within SLA targets.
• Act as the senior escalation point for complex technical issues.
• Monitor support performance and report on service levels and key metrics.
• Drive continuous improvement of support processes and user satisfaction.

User Onboarding & Offboarding

• Lead and supervise all onboarding and offboarding activities.

• Ensure timely provisioning and deprovisioning of:

  • User accounts
  • Mailboxes
  • Licenses
  • Devices
  • Application access

• Coordinate with HR and business departments to ensure smooth employee transitions.

• Maintain compliance with company security policies during employee lifecycle changes.

Documentation & Asset Management

• Maintain accurate IT documentation, procedures, and knowledge base articles.
• Maintain asset inventory records and lifecycle tracking.
• Document system changes, configurations, and standard operating procedures.

Team Leadership & Project Participation

• Supervise and mentor IT support staff.
• Conduct workload allocation and performance monitoring of support operations.
• Participate in infrastructure upgrades, cloud initiatives, and digital transformation projects.
• Coordinate with vendors, consultants, and third-party service providers.
• Provide technical input for new technology implementations.

Required Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Minimum 5 years of System Administration experience.
• Strong Microsoft 365 Administration.
• Minimum 3 years of End User Support and Help Desk management experience.
• Experience supervising or leading IT support personnel.
• Strong customer service and stakeholder management skills.

Technical Requirements

Essential Skills

• Microsoft 365 Administration
• Microsoft Entra ID (Azure AD)
• Active Directory
• Exchange Online
• Microsoft Intune
• PowerShell Scripting
• Windows Server Administration
• Endpoint Management
• Help Desk Management Systems
• Network Troubleshooting
• Cybersecurity Best Practices
• User Lifecycle Management