Junior Systems Administrator

2 days ago

Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

The Junior Systems Administrator I will effectively manage tickets and calls throughout their daily duties. In addition, they will help to reduce ticket counts and decrease ticket reopens with fully troubleshooting the issues and/or request. This resource will maximize customer service experience with internal and external users, which the company values customer satisfaction.

Essential Functions:
  • Assist with implementing IT efficiency and self-service.
  • Assist with management of hardware and software vendors.
  • Communicate effectively with management and internal teams.
  • Configure equipment for New Hires & Replacement equipment.
  • Coordinate and execute IT asset lifecycle activities from requisition through disposal.
  • Demonstrates a willingness to work as a member of a team.
  • Demonstrates competence in documenting trouble ticket resolutions, maintains company knowledgebase articles and actively participates in maintaining and support policies and procedures.
  • Demonstrates competence in prioritizing user issues and resolving within company defined Service Level Agreements (SLAs).
  • Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
  • Demonstrates the ability to manage time and resources in the best interest of the company.
  • Identifies opportunities to see where training needs would improve productivity within the department or within the company.
  • Maintains an ever-increasing level of proficiency in hardware, software, networking, and other technologies related to the IT Ops department.
  • Manage ticketing queue and projects.
  • Perform BitLocker installs, data recovery, and backups.
  • Perform IT Audits/governance as needed.
  • Perform other related duties as assigned.
  • Perform security patching.
  • Respond to IT and end users for resolution of issues and requests.
  • Responsible for obtaining information to diagnose a problem, and simultaneously create, assign, and document issues into the respective documentation platform.
  • Reviews, updates, and maintains tickets until they are closed.
  • Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
  • Works closely with the Senior Systems Analyst and ServiceDesk Manager.
Requirements
  • 2 or more years related work experience in helpdesk environment preferred
  • Ability and willingness to accept direction and work in a team environment
  • Ability to gain knowledge and understanding of internal software
  • Able to build solid customer relationships
  • Active Directory
  • Amazon Connect
  • An ability to understand complex issues and learn quickly
  • BitLocker
  • Excellent oral and written communication skills
  • Familiarity with Call Center Environments
  • Knowledge of antivirus tools (Palo Alto Cortex preferred)
  • Good interpersonal skills
  • In-depth knowledge of Microsoft Windows 10/11, Windows Server, Active Directory, Exchange, Office 365, Teams
  • In-depth knowledge of vCenter
  • In-depth knowledge of SANs
  • Knowledge and experience with PCs, Servers, network hardware and software
  • ManageEngine Asset Explorer
  • Mature professional attitude
  • Team player
  • Ticketing systems (JitBit is preferred)
  • Works well under pressure

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