Overview
A Senior System Administrator oversees the overall stability, security, and efficiency of IT infrastructure across servers, networks, and enterprise systems. They lead system architecture planning and network administration , ensuring scalability and resilience. The role involves managing user access , enforcing security policies, and supervising backups and disaster recovery processes. They provide advanced troubleshooting support while mentoring junior administrators to build technical capability. In Calicut, this position plays a strategic role in aligning IT operations with organizational goals and ensuring compliance with industry standards.
Responsibilities
- Provide advanced support for end users seeking assistance with IT and business service issues via direct interaction, phone, email, and chat.
- Respond promptly and accurately to customer complaints, inquiries, and requests for information, and coordinate appropriate follow-up.
- Monitor, troubleshoot, and resolve tickets in assigned queues, ensuring adherence to SLAs.
- Coordinate with other IT staff to efficiently complete incidents and requests, and work independently to resolve complex customer issues.
- Perform advanced troubleshooting and root cause analysis for recurring issues.
- Mentor and guide junior staff in resolving customer issues and following best practices.
- Perform other job-related duties as assigned.
- Determine the appropriate course of action for escalated issues and resolve or escalate further as needed.
- Accurately capture work notes when documenting customer issues and update accordingly in the ticketing tool.
- Maintain effective communication, especially when escalating issues to leads or supervisors.
- Utilize Active Directory, ServiceNow, and other tools for day-to-day operations.
- Manage hardware inventory and processes. Deploy software and hardware as needed.
Ensure compliance with company policies and procedures.
Qualifications
- Engineering or equivalent bachelor's degree with a focus in Information Technology.
- Advanced certifications are highly desirable:
- ITIL Foundation, MCSE, advanced hardware troubleshooting knowledge.
- Excellent verbal and written communication skills, with a strong commitment to customer service.
- In-depth knowledge of desktop operating systems such as Windows 7, 8 & 10, and laptop hardware repair and components.
- Proficient with standard desktop software including Microsoft Office & Windows products.
- Advanced working knowledge of Windows Active Directory.
- Proven ability to adapt and support a 24x7 operational environment.
- Demonstrated willingness to learn and utilize various tools available within the organization.
- Willingness to work in 24x7 shifts is mandatory.
