RQ11861 - Systems Administrator/Operations Support Specialist

Responsibilities:

• Provides systems administration and systems operations support, including setting up user access, user profiles, backup and recovery, day-to-day computer systems operations.
• Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources. Upkeep, configure, install and support the clients’ network and coordinate the various systems.

Must Have Experience:

• Ability to troubleshoot hardware, software, network connectivity, and system performance issues using structured diagnostic methodologies.
• Understanding of cybersecurity best practices, including account security, patch management, vulnerability remediation, endpoint protection, and access control.
• Understanding of cloud technologies and administration, preferably Microsoft Azure, Microsoft 365, Entra ID (Azure AD), and related identity management services.
• Strong verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical stakeholders.
• Demonstrated customer service orientation with a focus on professionalism, responsiveness, and client satisfaction.

Technical Skills (40%)

• Knowledge of Microsoft Windows Server administration, including Active Directory, Group Policy, DNS, DHCP, and user account management.
• Experience supporting enterprise infrastructure environments, including file servers, print services, virtualization platforms (VMware or Hyper-V), and endpoint management solutions.
• Understanding of cloud technologies and administration, preferably Microsoft Azure, Microsoft 365, Entra ID (Azure AD), and related identity management services.
• Knowledge of IT Service Management (ITSM) processes, including incident, problem, change, and service request management using tools such as ServiceNow, Remedy, or similar platforms.
• Ability to troubleshoot hardware, software, network connectivity, and system performance issues using structured diagnostic methodologies.
• Understanding of cybersecurity best practices, including account security, patch management, vulnerability remediation, endpoint protection, and access control.
• Basic scripting and automation skills using PowerShell, batch scripting, or similar technologies to improve operational efficiency.
• Knowledge of networking fundamentals, including TCP/IP, VPNs, firewalls, network troubleshooting, and enterprise connectivity concepts.

Experience (40%)

• Experience providing Level 1 and Level 2 technical support in a medium to large enterprise environment.
• Experience monitoring, maintaining, and supporting server, workstation, and network infrastructure with minimal supervision.
• Demonstrated experience resolving incidents and service requests while meeting established service level agreements (SLAs).
• Experience performing system administration tasks such as user provisioning, access management, software installation, patch deployment, and system maintenance.
• Experience working within a structured operational environment that follows documented processes, standards, and change management procedures.
• Experience supporting business-critical applications and coordinating issue resolution with technical teams and vendors.
• Experience maintaining technical documentation, knowledge articles, operational procedures, and system inventories.
• Experience participating in after-hours support, scheduled maintenance activities, or operational on-call rotations would be considered an asset.

Communication Skills (20%)

• Strong verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical stakeholders.
• Demonstrated customer service orientation with a focus on professionalism, responsiveness, and client satisfaction.
• Ability to document incidents, troubleshooting activities, resolutions, and technical procedures clearly and accurately.
• Strong interpersonal skills with the ability to build effective working relationships across operational, technical, and business teams.
• Ability to prioritize competing requests, provide timely status updates, and manage stakeholder expectations in a fast-paced environment.
• Demonstrated ability to work collaboratively within a team environment while also handling assigned tasks independently.
• Strong analytical and problem-solving communication skills, including the ability to gather information, ask effective questions, and present recommendations.