Junior System Administrator; Level 1 & Level 2 Help Desk

Junior System Administrator (Level 1 & Level 2 Help Desk) Position Overview

The Junior System Administrator supports the organization's IT infrastructure by maintaining systems, resolving technical issues, and assisting with daily IT operations. This role combines system administration duties with both Level 1 and Level 2 help desk responsibilities, ensuring reliable performance of hardware, software, networks, and user environments. The role also plays a key part in safeguarding the organization's endpoints, data, and users by supporting cybersecurity tools and best practices.

• Assist in managing and maintaining Windows servers, including updates, patching, and basic configuration.
• Monitor system performance, availability, and security across servers, workstations, and network devices.
• Support Azure Active Directory tasks such as user provisioning, group management, password resets, and permissions.
• Help maintain virtualization environments (VMware, Hyper‑V, or similar).
• Perform routine backup checks, restore tests, and assist with disaster recovery procedures.
• Deploy and configure workstations, laptops, and mobile devices according to company standards, ensuring all endpoints are enrolled in required security and management tools prior to deployment.
• Maintain documentation for systems, processes, and configurations.

• Administer and monitor the Sentinel One EDR/XDR platform, including agent deployment, policy configuration, exclusion management, and console health.
• Triage and investigate Sentinel One alerts, threats, and behavioural detections; perform initial containment actions such as quarantining files, isolating endpoints, and rolling back malicious changes.
• Escalate confirmed or suspected incidents to senior staff or the security team with full context, indicators of compromise, and remediation steps taken.
• Verify endpoint protection coverage across all managed devices and remediate gaps.
• Support patch management, vulnerability remediation, and hardening of workstations and servers in line with company security standards.
• Assist with phishing response, account lockouts, MFA issues, and other day‑to‑day security operations tasks.
• Apply the principle of least privilege when provisioning access in Azure AD, file shares, and enterprise applications.
• Contribute to security awareness efforts by reinforcing best practices with end users during support interactions.
• Support compliance and audit activities by producing logs, reports, and evidence from Sentinel One and related security tools as requested.

• Provide both Level 1 and Level 2 technical support to end users.
• Handle incoming support requests via phone, email, ticketing system, or in person.
• Troubleshoot and resolve a wide range of hardware, software, and network issues.
• Support enterprise applications, including installation, configuration, and issue resolution.
• Diagnose and resolve issues related to:
• Network connectivity (LAN/WAN/Wi‑Fi)
• VPN access
• Printer and peripheral failures
• Email and collaboration tools (Microsoft 365, Google Workspace, etc.)
• Endpoint security agents, including Sentinel One agent installation, communication, and policy issues
• Perform root‑cause analysis and implement long‑term solutions to recurring problems.
• Document all work performed and contribute to internal knowledge base articles.

• 1–3 years of experience in IT support, system administration, or a related technical role.
• Strong understanding of Windows OS (client and server).
• Experience with Active Directory, Group Policy, and basic networking concepts (DNS, DHCP, TCP/IP).
• Ability to troubleshoot hardware, software, and network issues at both Level 1 and Level 2 depth.
• Familiarity with ticketing systems such as Ninja One, Service Now, Jira, or Fresh service.
• Working knowledge of cybersecurity fundamentals, including endpoint protection, EDR/XDR concepts, malware behavior, phishing, and incident response basics.
• Hands‑on or working familiarity with Sentinel One (or a comparable EDR platform such as Crowd Strike, Microsoft Defender for…