Systems Administration Senior Associate

Job Description Responding to Incidents and Requests logged via voice, email, web, chat and virtual assistant channels Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis Prioritising Incidents and Requests as per the agreed Service Level Agreements Ability to work autonomously and use initiative to handle difficult situations Ability to multi-task, working on multiple Incidents or Requests in unison Calling end-users as necessary Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account, and software administration) Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy Functionally escalating Incidents and Requests, to respective resolver teams Proactively requesting updates for Incidents and Requests which are assigned to resolver teams Seeking end user acceptance of Incident Resolution and Request Fulfilment activities Documenting details and steps taken to resolve an Incident or Request Proactively suggesting knowledgebase articles for consideration of publication Provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with Customer.

Requirements for this role include:
A minimum of 1-3 years experience in a similar role Fluent in English dialect and strong written English skills IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts Capable of asking the right questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications, and core infrastructure Documentation skills are a must Should be able to work independently and assist junior engineers

Preferences:
• Knowledge of basic ITIL processes like incident management, request management and change management