IT Support System Administrator

Daily Activities, Roles & Responsibilities

A. Identity & Access Management

●       Create, modify, disable and audit user accounts, security groups, and permissions.

●       Manage Group Policy Objects (GPOs) and organizational units (OUs).

●       Administer Azure AD roles, conditional access policies, and MFA enrollment.

●       Oversee Google Workspace user lifecycle management (accounts, groups, Shared Drives).

●       Ensure RBAC (Role-Based Access Control) alignment with company security standards.

●       Conduct periodic reviews of user access rights (quarterly or as required).

●       Address account lockouts, authentication problems, and identity-related escalations.

●       Maintain accurate identity records in IAM tools and the CMDB.

B. Microsoft 365 Administration

●       Assign, revoke, and optimize Microsoft 365 licenses.

●       Monitor license billing and payments

C. Collaboration & Remote Access Tools Administration

●       Manage remote desktop platforms (e.g., AnyDesk, TeamViewer, RDP Gateway, JumpCloud, Zoho wherever applicable).

●       Configure access permissions and secure remote connectivity.

●       Update software versions and maintain remote access policies.

●       Support video conferencing systems and collaboration platforms.

D. ITSM Platform Administration

●       Configure incident, request, change, and asset management workflows.

●       Maintain user roles, groups, categories, and SLAs within the ITSM system.

●       Create and manage automation rules, notifications, and approval flows.

●       Ensure ticketing data cleanliness and reporting accuracy.

●       Develop dashboards and analytics for KPIs and SLA monitoring

●       Maintain knowledge base structures and publishing workflows.

E. Monitoring & Systems Health Checks

●       Perform daily/weekly/monthly health checks on:

○       Active Directory replication

○       M365 service health

○       Google Workspace dashboard

○       Remote desktop tools

○       Endpoint compliance

○       ITSM platform usage

○       ITAM/CMDB data accuracy

●       Address and resolve system alerts or escalate as necessary.

●       Maintain monitoring dashboards and alerting configurations.

F. Change Management Support

●       Plan and execute standard and minor changes related to:

○       AD, M365, Google Workspace

○       ITSM system configurations

○       Endpoint policy updates

○       Remote access system modifications

●       Document change activities, impact assessments, and backout plans.

G. Documentation & Knowledge Management

●       Maintain documentation for:

○       System configurations

○       Access procedures

○       Standard operating procedures (SOPs)

○       Troubleshooting guides

○       Change logs

●       Publish and maintain knowledge base articles for L1/L2 support.

●       Ensure all system changes and configurations are logged.

H. Collaboration, Support, and Escalation Management

●       Provide Tier 2–3 support for issues escalated from Service Desk and L2.

●       Collaborate with network, cloud, security, and application teams.

●       Coordinate with vendors for system incidents, upgrades, and troubleshooting.

●       Provide training or guidance to L1 and L2 teams on tools and processes.

I. Reporting & Continuous Improvement

●       Generate reports for:

○       Active Directory health

○       License utilization

○       ITAM/CMDB accuracy

○       ITSM ticket performance

○       User activity and access logs

●       Recommend enhancements to improve operational efficiency.

●       Participate in regular service review meetings and provide system insights.