IT System Administrator I (Remote)

Company: حلول تقنية ذكية

Location: أخرى، أخرى

Category: تكنولوجيا معلومات واتصالات

Job Description: **System Administrator Position – Intelligent Technical Solutions**

Intelligent Technical Solutions seeks a highly motivated and collaborative System Administrator to join our expanding team. The successful candidate will possess exceptional customer service and problem-solving skills, coupled with meticulous attention to detail. This position is responsible for providing remote IT support to our clientele, ensuring the delivery of superior technical assistance. Key responsibilities include system maintenance and updates, as well as hands-on troubleshooting, thereby contributing significantly to the maintenance of our high standards of IT service delivery.

**Responsibilities:**

The incumbent is expected to independently resolve the following technical issues:

* All workstation operating system issues.
* All printer-related issues.
* Issues pertaining to standard business applications (e.g., Microsoft Office Suite).
* Line-of-business application issues for common applications (e.g., SAGE ERP, QuickBooks), and for niche applications, with vendor collaboration.
* All server-related issues.
* Basic and intermediate networking issues.
* Serve as an escalation point for technicians.

**Qualifications:**

* Demonstrated experience in troubleshooting Windows and Mac OS environments.
* Proficiency with Server 2012 through 2022.
* Experience with VMWare and Hyper-V virtualization platforms.
* Experience in supporting M365 and Azure environments.
* A minimum of three to five years of experience in IT Support or a comparable role.
* Fundamental understanding of firewalls, switches, network architecture, and associated troubleshooting methodologies.
* Proficiency in supporting MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity solutions, mobile devices, and a variety of business applications.
* Experience with Managed Service Providers (MSPs) is highly desirable.
* Active Server Certifications are preferred.

**Key Performance Indicators (KPIs):**

* First-Touch Resolution Rate: Percentage of tickets resolved with a single time entry.
* Utilization Rate: Percentage of billable time allocated to client tickets relative to total time on the clock.
* Customer Satisfaction (CSAT) Scores: Ratings provided by clients via the ticket rating system.