Senior IT Systems Administrator

2 days ago

Cebu City, Central Visayas, Philippines Web Group, Inc Full time

Senior IT Systems Administrator (Site Lead)

Senior IT Systems Administrator (Site Lead)

Requires an experienced IT professional with strong technical and communication skills to be based in our largest contact center location in Cebu, Philippines. The ideal candidate has prior experience supporting call center agents, onsite and remote, leveraging one or more business application stacks, including a Contact Center Platform, CRM, and a Customer Portal. As the most senior IT technical resource in Cebu, this role requires an individual who has experience working with multiple IT teams (i.e., ServiceDesk, Telecom, Endpoint, Networking, Security), as well as the ability to communicate effectively with local business leaders and end users.

Reporting to the Global Manager, IT Corporate Systems (US), this role will play an integral role in sharing local requirements with their global team members, to then assist with the design and implementation of Newfold standard solutions. This role will be approximately 60% hands-on and 40% communication and leadership.

What you'll do & how you'll make your mark:

  • Provides focused attention on commercial cloud business applications and back-office systems projects to enable reliability and manageability of all corporate server environments.
  • Ticket management - ensure all ticket requests are maintained within our global ServiceNow instance, adhering to ITIL methodology, Identifies opportunities for systems and process improvements.
  • Meets weekly/monthly with local business teams, identifying any IT areas of improvement or recurring issues.
  • Collaborate with local business departments to align IT strategies with overarching business goals, fostering seamless integration and optimal performance across the organization.
  • Mentors and assists local IT team members with knowledge gaps and escalations.
  • Ability to isolate, identify patterns, and troubleshoot application and systems issues and drive initiatives to ensure future avoidance.
  • Researches and recommends new technologies to support varying business needs. Can effectively communicate topics of a technical nature to a diverse audience.

Who you are & what you'll need to succeed:

  • Minimum 5 years of experience in an IT System Administrator role.
  • Certified in at least one core technology (i.e. Microsoft, VMware).
  • Bachelor's degree in computer science or related engineering field of study.
  • Windows and Azure server administration.
  • Active Directory, Azure AD, AD Sync, as well as Group Policy management.
  • Administration of DNS, DHCP servers.
  • Networking knowledge & understanding of routing, VLANs and IP addressing.
  • Office 365, Exchange Online, Teams management.
  • Azure Security Center, Application Security, O365 policies.
  • Identity Management, Single Sign-on (SAML), certificate management.
  • Virtualization, VMware, HyperV, Azure.
  • Scripting in PowerShell, MsGraph.
  • Knowledge and working experience of ITIL methodology.
  • Experience supporting a Cloud contact center such as Genesys Cloud using both voice and digital channels for Customer Support and Sales agents.
  • Cloud CRM such as Pega or Salesforce for Customer Support and Sales agents.
  • Azure Domain Services.
  • Amazon Web Services (AWS) - Cloud Computing Services.
  • Linux server administration CentOS 6,7, Ubuntu - basic level.
  • Self-manage priorities in ITIL and Incident based.
  • Microsoft Intune – Enterprise Management Suite.
  • Server EndPoint Protection, Defender ATP, Tanium.
  • Logging using both native and external i.e. LogRhythm, nxlog, Grafana.
  • RDS/VDI management and administration, as well as VDI for Call Center Agents, is preferred.
  • Auditing and controls, SOX, PCI, ISO.
  • Scripting in Perl, or Python.

Why you'll love us:

  • Work-life balance: Our work is thrilling and meaningful, but we know balance is key to living well.
  • We celebrate one another's differences: We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work.
  • We care about you: We are a family, and we care about you and your family's physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization
  • Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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