Position Overview
The primary role of IT Systems Administrator is to oversee and maintain all aspects of a company’s computer systems. This includes maintaining networks, software, and security systems to ensure stable reliable and secure IT platforms.
IT Systems Administrator is also responsible for performing end user and help desk support and providing guidance to user operations in line with ICT policies and procedures.
Key responsibilities:
- Monitoring daily operations, including server hardware, software, and operating systems
- Coordinating technology installations, upgrades, and maintenance
- Selecting and purchasing new and replacement hardware and software, when necessary
- Testing, troubleshooting, and modifying information systems so that they operate effectively
- Generating performance reports for operating systems
- Assuring all IT activities are performed within the parameters of applicable laws, codes, and regulations
- Evaluating technology risks and ensuring that mitigation measures are implemented
- Remaining up to date with advances in technology and industry best practices
- Use of the GW IT ticketing system to process, prioritize and assign requests from internal customers
- Diagnose and solve hardware/software faults and rectify problems relating to the malfunction of IT equipment including software in different situations and in most cases remotely
- Respond and take ownership of IT tickets in a timely manner to ensure minimum disruption
- Respond to calls in shortest time, escalate calls as required both internally and with key support vendors
- Analyse tickets to spot trends and underlying issues
- Support training and maintenance of all computer systems used throughout Crisis24. This includes providing one on one user training when requested
- Perform day-to-day network and active administrative duties like conducting System Backups – Servers / Desktops / Laptops
- Provide technical support to hardware and software for Servers, Desktops, Laptops, printers, and photocopiers
- Support Microsoft products such as Office, Operating Systems, Server Systems, and the E-mail Systems; and
- Create and manage the company user accounts and induct users to the IT network
- Available for 24/7 remote support
- Deliver IT projects within project guidelines
- Provide documentation and technical specifications for planning and implementing, upgrades of IT infrastructure
- Monitor performance and maintain systems according to requirements
- Build and share technical and user documentation, manuals, and IT policies
- Responsible for capacity planning and overall systems performance
- Implementation and support of IT projects and activities
Principal Outputs of this Role:
- User support within the set turnaround time
- First level support to all IT hardware and software issues
- Efficient IT systems with minimal downtime
- Efficient help desk support services
- IT systems that are consistently available, stable, and performing optimally
- IT system technical and user documentation
Authority:
As per Crisis24 authority matrix.
Accountability:
IT System Administrator is accountable to the Regional IT Support Manager and Team leader, for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.
Technical competencies:
- and MAC operating systems
- Office 365
- Active Directory
- Networking
- ITIL concepts
- Remote support tools (TeamViewer)
- Amazon Web Services – Connect
Competencies:
- High degree of sensitivity, confidentiality when dealing with internal and external customers
- Excellent management of priorities based on business impact and urgency
- Planning, coordination, work monitoring, multitasking, and problem resolution skills
- Ability to outline, communicate effective objectives, and action plans
- Demonstrate a high degree of sensitivity and confidentiality when dealing with internal and external customers
- An ambitious person, enthusiastic, results oriented with excellent communication and presentation skills
- Have a high sense of accuracy, diligence, and analytical ability
- Coordinate with remote team members and management
- Have good problem analysis and reporting skills; and
- High moral standing with impeccable integrity
- Able to work under pressure in a dynamic and changing environment
- Excellent communication and customer orientation
- Good ability to analyze and solve IT problems
Minimum Qualifications and Experience:
- Bachelor’s Degree in business or information technology related field from a recognized institution
- Certification in System administration systems Microsoft, Meraki, Security
- Strong knowledge of systems and networking software, hardware, and networking protocols
- Minimum (6) years’ experience supporting users, networks, operating systems, and server administration
- Experience in IT system implementation, migration, integration
- Working experience in managing IT systems – installation, support, security, change management
- Global working experience will be an added advantage
- Ability to write effective system documentation – manuals, presentations, workflows
- Exposure and experience working with regional and/or global teams
