Systems Administrator providing Tier 1/2 support in IT for federal government contractor. Engaging in customer support, managing system access, and collaborating on technical issues.
About the role
- IT Systems Administrator supporting APAC users and managing hardware/software/infrastructure IT services. Responsible for maintaining service level agreements and user support.
Responsibilities
- Ensure that service requests and incidents are addressed in a timely manner, adhering to pre-defined SLA’s and prioritisation
- Providing speedy turnaround on fix for fail issues raised via the service desk system escalating further within the team as and when required.
- Maintain an up-to-date asset register for all IT equipment and services including service contracts, ensuring active directory (AD) hardware records are aligned for the allocated region / locations.
- Maintain AD employee information, ensuring the directory remains up to date and in line with HR requirements.
- Ensure leavers are process within a timely manner, following the current documented processes.
- Ensure that defined procedures for setting up IT equipment and users are adhered to, in addition and identify process improvements on an ongoing basis.
- Create and maintain documentation to provide information for IT incidents and services.
- Review IT documents and procedures with the IT team to ensure documented information is current and accurate.
- Maintain support and ensure security of servers/desktop and laptops.
- Responsible for User-ID and account creation and maintenance (active directory).
- Conduct research on network products, services, protocols and standards.
- Administer hardware and software upgrades when required.
- Assist with maintaining O365 environment including Teams and Licence allocation.
- Maintain security solutions, including firewall, anti-virus and intrusion detection systems.
- Daily maintenance of switches, routers, firewalls, servers and all other network equipment.
- Maintain working relationships within the team and with our suppliers to ensure that all deployed services, are supported and maintained effectively and efficiently.
- Ability to read, analyse, apply and improve technical procedures.
- Ability to read and interpret documents such as procedure manuals, business periodicals, professional journals, operating and maintenance instructions, and safety rules.
- Support corporate compliance standards to de risk any potential issues and minimise impact or potential degradation to business operations. Finance Audits, DPA Audits, GDPR, Security, Disaster Recovery.
- Keep abreast of current technologies/innovations and identify where such technologies could be beneficial to improve company performance. Connect with industry at Forums, attend annual conferences.
Requirements
- Good understanding of Service Desk processes and operations (ideally ManageEngine ServiceDeskPlus)
- Understanding of general business practices, specifically within a constriction, service management or manufacturing environment.
- International service delivery exposure with a high degree of customer and communication skills
- Broad experience of software development/application management through the full systems lifecycle.
- Strong analytical and problem-solving skills
- Ability to resolve complex functional and technical issues on a daily basis.
- Excellent customer focus and customer service skills
- Experience of SQL-Server (multiple versions) and system development
- Knowledge of the ITIL Service Management process
- Experience of business analytical tools and processes
- Ability to work to tight deadlines, tight scope but with a creative input
- Ability to work as an effective team member.
- Good oral and written communication skills.
- Ability to effectively present information and respond to questions from users.
- In depth knowledge of Microsoft products, prior experience in Server & Network Administration, experience with Backup & Recovery applications.
- 2+ years in Technical/Network Support Experience is preferable.
- Fluent in Chinese and English
- University degree in computing.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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