System Administrator

Roles and Responsibilities :

• Managing the end user support team to ensure that all issues are resolved in a timely and efficient manner. 
• Developing and implementing strategies to improve end user satisfaction and productivity. 
• Providing technical support to end users for hardware and software issues. 
• Managing user accounts, permissions, and access to network resources. 
• Setting up and maintaining backup and recovery procedures for end user data. 
• Monitoring and managing system performance to ensure optimal performance for end users. 
• Creating KBs and Self-help solutions and Support for user awareness campaigns. 
• Ensuring compliance with security policies and procedures to protect sensitive data and information. 
• Troubleshooting and resolving technical issues related to end user devices and applications. 
• Managing software updates and patches to ensure that end user systems are up-to-date and secure. 
• Developing and maintaining documentation and standard operating procedures for the end user support team. 
• Laise with vendor for hardware repair and replacements.

Role Expectations :

• Strong understanding of Windows, SCCM & Intune. 
• Experience with ITIL framework and ITSM platforms. 
• Solid leadership, communication, and conflict-resolution skills. 
• Analytical mindset to drive data-based decisions on service improvement. 
• Ensure end users have reliable, secure, and efficient access to tools. 
• Reduce downtime and improve support response/resolution times. 
• Foster a user-focused culture within the IT support function.
• Enable productivity through proactive support and modern device management. 
• Review trend of support cases related to endpoint, deployment, and areas to identify any areas of concern, propose, and implement improvement measures. 
• Communication skills – verbal and written. 
• Takes initiative, offers insights on optimization.