System Administrator / Tier II Support

System Administrator / Tier II Support is a hybrid role that blends technical support for end-users and the administration of IT systems.

This position is responsible for ensuring smooth day-to-day operation of IT services, providing frontline technical support to end-users, and managing the organization’s IT infrastructure.

The individual will troubleshoot technical issues, perform routine maintenance, and implement system upgrades to ensure optimal performance and security.

The ideal candidate is a problem-solver with strong communication skills and a deep understanding of IT operational processes who thrives in a fast-paced environment where they can balance both user support and infrastructure management.

The candidate should be able to work independently and/or with minimum guidance.

• Serve as a point of contact for IT support requests, responding to incoming inquiries via phone, email, ticketing system, or in person.
• Maintain a positive customer-service approach to problem-solving and issue resolution.
• Educate and train end-users on basic technology tasks such as password management, data backup, and software usage.
• Install, maintain, and support a secure Microsoft Windows and Linux network
• Diagnose and resolve hardware, software, and network-related issues for desktops, laptops, and printers.
• Provide onboarding support, including setting up and configuring devices, user accounts, and email systems for new employees.
• Document help desk tickets, issue resolutions, and repetitive problems to enable efficient troubleshooting and to inform future preventative measures.
• Work with internal teams and external vendors to implement new IT initiatives, projects, or solutions.
• Perform scheduled backups on systems.
• Maintain inventory of hardware and software assets.
• Maintain file servers, firewalls, network access, security monitoring systems and system documentation as required.