Job Description – IT Systems Administrator

Reporting to: Head of IT.

Role Summary:

Reporting to the Head of IT, the IT System Administrator will be responsible for taking the lead on all system administration functions and developments while working closely with our external development team. The person must already have significant knowledge and experience in the systems that are listed under role-specific Competency.

Main Roles and Responsibilities

Strategy

• Maintain a high level of internal and external customer satisfaction and product quality.
• Handle change management
• Ensure shortfalls in service availability, stability, chronic issues are recognized and appropriate corrective actions are identified and followed through.

Support                               

• Proactively monitor application systems by regular scrutiny of reports from the applications software or ticket trends/issues reported. Note problems, identify performance trends and provides input to optimize the service.                               
• Responsible for day-to-day support and stability of service(s).
• Investigate and resolve application errors, data discrepancies and queries.
• Provide maintenance, support, and problem analysis/ resolution.
• Troubleshoot and independently resolve low to medium complexity application issues.                                

Development   

• Escalation of Complex support issues and adherence to a set Escalation Matrix.
• Provide Help Desk Support to users throughout the organization.
• Manages problems and resolves support issues with a focus on root cause analysis to reduce recurring issues.
• Identify solutions based on business process flows and express them both verbally and in written form (functional specification)                                                                                                             
• Provide solutions to technical issues or requests which could involve developing a work-around, working with business to propose new and alternative operating procedures, producing additional documentation, or escalating requests to software vendor.

Administration

• Network Administration and management of internet resource usage.
• Administration of IP Telephony /Phone system administration
• Administration of secure access control and related security systems                                                                                                                                                                     

Desired Qualifications /Proficiency

• Minimum of 1st degree in Computer Science, Information Technology, System Administration, or a closely related field, from a recognized institution.
• Be in possession of at least 5 years of experience in IT Systems Administration, of which 3 years should be on the MS systems outlined below.
• A good understanding of Microsoft Enterprise products Specifically; Microsoft Dynamics NAV/Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Microsoft 365.
• Microsoft Server and Client operating systems administration
• Developing reports in Nav2013 or newer.
• Page and Table changes in Nav2013 or newer.
• Management of Azure AD and Windows Clients.
• Management of Microsoft 365 environments.
• Strong understanding of TCP/IP networks, DNS, DHCP, FTP.
• Networking configuration and management.
• Knowledge and understanding of network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS)
• Experience with system and network security, authentication, and security protocols.
• Azure and AWS DevOps experience a benefit
• Strong MSSQL experience with an in-depth understanding of queries, functions, manipulation of data, server interactions, database types and field types.
• Understanding of management and configuration of IP Telephony/Phone
• Understanding of Help Desk Support operations (Zendesk would be preferable)
• Excellent project management skills and strong interpersonal, problem-solving, prioritization, conflict resolution, analytical, influence, facilitation, negotiation and time and resource management skills.