Advanced System Administrator

• An Advanced System Administrator is a skilled technician who acts as the first point of contact for end-users to resolve or escalate issues related to desktop hardware, software, network, and other concerns when a request is raised through phone calls, emails, or chats.
• They possess effective communication and customer service skills and can troubleshoot end-user support issues quickly.
• Success for them is high customer satisfaction and quick resolution of helpdesk tickets.
• They act as intermediaries between their organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately reordered, prioritized, and resolved within the defined service-level agreements (SLAs).

Education and Qualifications

• Bachelor's degree and Undergraduate with minimum 2 years of experience.
• Experience of working with teams of English-speaking countries.
• Excellent customer service skills.
• 4-5 Years of experience in IT Domain working for US/EME/AUS clients.

Responsibilities

• Hands-on experience on user Active Directory administration management.
• Hands-on experience with user Office 365 administration management.
• Advance knowledge of Windows 10 diagnosis and troubleshooting.
• Advance knowledge of Windows server roles (i.e., AD, FNP, DHCP, DNS, RDS).
• Advanced knowledge of Application support and troubleshooting.
• Good understanding of Azure.
• Windows networking basics and management (i.e., Firewalls, Switches, ISP).
• Understanding of Backups.
• Understanding of VMware and Hyper-V.
• Root Cause Analysis and Incident Analysis/Trending.