Associate II - IT System Administrator

• Provide initial technical support to end-users by troubleshooting basic hardware and software issues and offering resolutions for straightforward problems.
• Addresses and resolves issues with IT infrastructure components, including failed equipment, connections, and facility-related problems.
• Responds to system outages, malfunctions, and technical problems by conducting diagnostic testing, repair, and replacement activities to resolve routine issues.

• Monitor service availability and performance metrics for critical IT services (Email, Backup, Shared Drive/Transfer, Patching, Virtual Desktop Infrastructure).
• Resolve intricate hardware and software issues within the enterprise system.
• Provide comprehensive audio-visual support for events, meetings, and virtual platforms (Zoom, Google Meet), including videoconferencing and projector setup.
• Offer technical support to end-users, ensuring optimal system health, performance monitoring, and tuning.
• Maintain and update administration and configuration documentation according to corporate change management processes and templates.
• Process service requests and incidents adhering to defined Service Level Agreements (SLAs) and utilizing knowledge base articles.

• Proficiency in Active Directory (OU, GPO) and handling server-related inquiries.
• Expertise in patch management processes.
• Strong understanding of Active Directory OU, GPO, server-related call handling, and patch management.
• Experience with ticketing systems, including diligent follow-ups to ensure SLA compliance.
• Knowledge of DLP tools, antivirus solutions, information security protocols, audit compliance reporting, preparation, and management of internal audits.
• Familiarity with G-mail workspace, email security measures, and troubleshooting techniques.
• Solid understanding of various operating systems (Windows 10, 11, Mac OS, Ubuntu) and their performance and troubleshooting.
• In-depth knowledge of FortiGate Firewall, network management principles, access control policies, bandwidth utilization management and control, NAT configuration, VPN setup, and device license management.

• Manage vendor relationships and coordinate with internal teams to address and fulfil requirements.
• Oversee asset and inventory management, including reporting.

• Bachelor’s degree in computer science, Management Information Systems suitable related job experience.
• 3 to 5 years of experience in an IT corporate environment, with at least 5 years as an enterprise level Systems Administrator.

This Associate II role supports enterprise IT systems, infrastructure, and end users. The work combines system and network troubleshooting, service monitoring, patch management, security and audit support, and administration of service requests and assets.

Role at a glance

Skills mentioned

What you will likely work on

• Troubleshoot end-user hardware, software, and enterprise system issues, including routine equipment and connectivity faults.
• Monitor availability and performance of email, backup, shared-drive and file-transfer services, patching, and virtual desktop infrastructure.
• Diagnose and resolve system outages and malfunctions, performing repairs or equipment replacements as needed.
• Support meetings and events with videoconferencing, virtual meeting platforms, and projector setup.
• Maintain system administration and configuration records in line with change-management processes.
• Handle incidents and service requests through ticketing systems, following knowledge-base guidance and SLA commitments.
• Support network and information-security operations, including firewall, access, VPN, patch, antivirus, and audit-related work.
• Coordinate with vendors and internal teams, and maintain IT asset and inventory records and reports.

Good fit signals

• Has corporate IT and enterprise systems-administration experience, including the stated experience thresholds.
• Can work with Active Directory structures and policies, server inquiries, and patch-management processes.
• Has experience using ticketing systems and following up on incidents to meet SLAs.
• Can troubleshoot Windows, macOS, and Ubuntu systems and support enterprise network and firewall configurations.
• Is comfortable supporting end users, coordinating with vendors and internal teams, and maintaining operational documentation.