System Administrator

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• One to three years of experience in Helpdesk support
• Provide timely and effective technical support to end-users via phone, email, chat, and ticketing system
• Guide users step-by-step and educate them on appropriate technology use
• Log, track, and prioritize support requests using the ticketing system
• Follow standard operating procedures for incident resolution and escalation when necessary
• Collaborate with departmental representatives to understand specific applications, workflows and processes
• Ensure timely acknowledgement and resolution of incidents to meet service level agreements (SLAs)
• Maintain accurate records of support activities with detailed descriptions of issues and resolutions
• Document common problems and solutions to build a knowledge base for users and internal teams
• Work closely with system administrators, network engineers, other technical staff and internal departments to resolve complex issues
• Adhere to security protocols specific to each department and ensure compliance regarding data privacy & confidentiality
• Comfortably work in rotational & weekend shifts – 24/7

• Proficient in verbal and written English communication
• Familiarity with ticketing systems and ITIL processes
• Excellent communication and customer service skills
• Ability to work independently and collaboratively in a fast‑paced environment
• Quick learner
• Strong knowledge of Windows and/or macOS operating systems; familiarity with Microsoft Office suite & other common business applications
• Basic understanding of networking concepts
• Ability to convey technical information to non‑technical users
• Analytical and problem‑solving skills to diagnose and resolve technical issues
• Adaptability to new technologies and changing work environments

• Bachelor’s degree or diploma in a relevant field or equivalent work experience

• Seniority Level: Entry level
• Employment Type:
  
  Full‑time
• Job Function:
  Information Technology
• Industry: IT Services and IT Consulting

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