IT Systems Administrator

Position Overview

This role is designed for someone with solid IT fundamentals who will provide essential technical support across our technology ecosystem. The position offers learning opportunities in Productivity Platforms, Identity, Security and Device Management, while handling day-to-day operational responsibilities that keep our teams productive.

Core Remit of Responsibilities

1. Helpdesk Support

Primary Accountability: Act as the first point of contact for technical issues and requests

Day-to-day activities:

• Respond to and triage incoming support tickets and requests via Slack or our ticketing system.

• Troubleshoot and resolve issues with SaaS systems and end user devices (Windows / macOS / Linux)

• Support video conferencing endpoints and meeting room technology (Zoom, MS Teams and Google Meet.)

• Escalate complex issues to senior team members with appropriate context and initial diagnostics

• Maintain accurate documentation of issues, resolutions, and user interactions

• Meet agreed service level agreements (SLAs) for response and resolution times

• Monitoring Infrastructure

2. Productivity Suite Administration

Primary Accountability: Manage and support Google Workspace and Microsoft 365 environments

Day-to-day activities:

• Create, modify, and delete user accounts in Google Workspace and Microsoft 365

• Manage user licenses and entitlements across both platforms

• Configure email accounts, distribution lists, and shared mailboxes

• Set up and manage Google Drive permissions

• Troubleshoot email delivery issues, calendar conflicts, and sharing problems

• Support Microsoft Teams and Google Meet configuration and access

• Implement security policies such as MFA enforcement and password policies

• Generate basic reports on usage and license allocation

3. Onboarding and Offboarding

Primary Accountability: Ensure smooth technology transitions for joiners and leavers

Day-to-day activities:

• Coordinate with HR to receive advance notice of new starters and departures

• Prepare laptops and devices for new employees where required

• Create all necessary user accounts and assign appropriate access permissions

• Conduct welcome sessions to set up new employees with their technology

• Create and maintain onboarding checklists and documentation

• Execute offboarding procedures including account deactivation, data backup/transfer, and device retrieval

• Ensure security protocols are followed during offboarding (credential removal, access revocation)

• Maintain asset inventory records for all issued equipment

4. Mobile Device Management (MDM)

Primary Accountability: Manage and secure company end-user devices

Day-to-day activities:

• Ensure new devices are enrolled into MDM platform and identities are linked

• Deploy and manage configuration and application profiles for security and compliance

• Ensure deployment of software updates and security patches to managed devices

• Remotely troubleshoot device issues and perform remote wipes when necessary

• Monitor compliance dashboards and address non-compliant devices

• Maintain documentation of MDM policies and device inventories

5. Infrastructure Support (Foundational Level)

Primary Accountability: Develop working knowledge of infrastructure while providing basic support

Day-to-day activities:

• Monitor server health and availability alerts under guidance

• Assist with routine server maintenance tasks (updates, backups verification)

• Support basic networking tasks such as switch port configurations and Wi-Fi troubleshooting

• Learn and assist with storage management

• Shadow senior team members during firewall rule changes and network configurations

• Document infrastructure procedures and maintain network diagrams

• Participate in infrastructure projects to build practical experience

Required Skills & Competencies

Technical Skills - Essential

Helpdesk & Support:

• 5+ years experience in a helpdesk or technical support role

• Strong troubleshooting methodology and logical problem-solving approach

• Experience supporting Windows 10/11 and macOS operating systems

• Familiarity with common business applications and SaaS platforms

• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)

Productivity Platforms:

• Hands-on experience administering Google Workspace or Microsoft 365 (ideally both)

• Understanding of cloud identity management and user provisioning

• Experience with file sharing and collaboration tools

Device Management:

• Experience managing MDM platforms

• Knowledge of security policies and device compliance requirements

• EDR - NG anti-virus and firewall administration (Crowdstrike)

Infrastructure (Foundational):

• Basic understanding of server operating systems (Linux)

• Awareness of networking fundamentals (IP addressing, vlans, firewall rules )

• Familiarity with virtualization concepts

• Understanding of backup and disaster recovery principles

Technical Skills - Desirable

• CompTIA A+, Network+, or similar certifications

• Microsoft 365 Certified: Fundamentals or Associate level

• Google Workspace Administrator certification

• Experience with scripting (PowerShell, Bash) for basic automation

• Experience with video conferencing platforms and endpoints (Zoom, Teams, G-Meet)

Soft Skills & Attributes - Essential

• Communication: Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users with patience and clarity

• Customer Service Orientation: Genuine desire to help others and provide outstanding user experience

• Learning Agility: Enthusiasm for learning new technologies and adapting to change; proactive about skill development

• Time Management: Ability to prioritize multiple tasks and manage workload effectively

• Attention to Detail: Thoroughness in documentation and following procedures

• Team Collaboration: Works well within a team environment and willing to support colleagues

• Problem-Solving: Analytical mindset with persistence in resolving technical challenges

• Professional Maturity: Reliable, punctual, and maintains confidentiality with sensitive information