Requirements:
The role:
The primary objective of this System Administrator role is to enhance the efficacy and reliability of our clients IT support structure. This role specifically focuses on addressing and resolving intermediate and building to complex technical issues. The Helpdesk Engineer is tasked with troubleshooting and resolving problems involving cloud infrastructure, SaaS platforms, server systems, networks, and the corresponding hardware and software elements. The role involves a combination of technical expertise and communication skills to provide detailed support and guidance to end-users, ensuring a reduction in downtime and an improvement in user satisfaction.
This role is integral to maintaining a responsive, secure, and functional IT environment that supports our clients operational needs and strategic objectives, thereby enabling efficient business processes and promoting innovation. Through providing advanced support and leveraging in-depth technical knowledge, the individual ensures the organisation’s IT infrastructure remains robust and responsive to the evolving demands of the business.
Required knowledge and skills:
- Involved in the configuration and ongoing support for cloud platform integrations, enhancing the organisation's cloud capabilities and resource flexibility.
- Supports the improvement of our clients Information and Cyber Security measures by participating in the development and refinement of security policies and practices.
- Takes a lead role in the administration and refinement of identity governance, permissions management, and role-based access control, securing and streamlining user access across systems.
- Drives process automation initiatives, identifying opportunities to enhance operational efficiency, reduce costs, and elevate the quality of service through innovative technological solutions.
- Ensures rapid response and effective resolution to service issues and requests, minimizing downtime and enhancing user satisfaction.
- Develops and maintains a comprehensive knowledge base, documenting critical information and solutions to support continuous learning and problem-solving within the IT team.
- Provides expert level 2 support for users, devices, infrastructure, and applications, serving as a key problem-solving resource within the IT structure.
- Assists with the comprehensive management of user accounts, including the processes of onboarding and offboarding, ensuring smooth transitions and secure access control.
- Supports the effective use of SharePoint through management of permissions, site collection administration, backup and restoration processes, and enforcement of policies and governance.
