We’re Hiring | System Administrator L2

We’re on the lookout for an experienced System Administrator (for Level 2) in creating, updating and reviewing documentation and IT network Diagrams. If you can provide timely and exceptional customer service and maintain up to date time entries, records and documentation, we’d love to meet you!

Core Objectives

1. Resolve Level 1 and 2 incidents and follow escalation protocols

2. Provide timely and exceptional customer service

3. Maintain up to date time entries, records and documentation

4. Proactive learning and development to enhance skills

Duties and Responsibilities

(1) Resolve Level 1 and 2 incidents and follow escalation protocols

• Continuously review all tickets and statuses in your queue

• Stay attuned to internal communication channels always including chat and email

• Respond promptly to colleagues, end users and partners

• Identify priority and work methodically from highest priority to lowest priority incident

• Only use approved tools and access methods for supporting end users

• Follow company, partner and customer security protocols at all times

• Work quickly and methodically from ticket to ticket ensuring key performance indicators are met

• Assess tickets and escalate non-Level 2 tickets to the appropriate resource or team

• Create new unique tickets for each unrelated task or service requested by an end user or partner

• Assign idle tickets from queue to yourself when you have additional capacity

• Carefully review ticket notes to ensure a comprehensive understanding of end user

requirements and previous steps undertaken

• Carefully review all related documentation including internal process, Partner

documentation platforms and online knowledge base articles before actioning ticket

• Establish expected resolution time before undertaking any work

• Contact end user by phone or email to inform them when work is commencing on

their ticket

• Conduct further probing of end user where applicable to ensure a thorough understanding of the issue and end user expectations

Consult Level 3 on any ticket assigned or escalated to you that is expected to exceed 1

hour of your technical effort once assigned to you before commencing work on that

ticket

• Consult internal higher level technicians before consulting or escalating to a partner or

customer

• Thoroughly document all steps within the ticket internal notes before escalation

• Maintain detailed notes within the ticket to ensure visibility of steps taken and to keep

all relevant parties up to date on status of the issue

• Inform customer, Partner or internal staff of next steps where needed both via the

ticket and through chat, email or telephone

• Update internal or partner documentation with any additions, changes or key learnings

resulting from work undertaken on a ticket

• Ensure product or service is fully functional before marking ticket resolved including

checking with customer that the issue is resolved and carefully explaining any steps

the customer must take to verify the issue is resolved

(2) Provide timely and exceptional customer service

• Attend to scheduled appointments and meetings on time

• Renegotiate scheduled appointments in advance if the appointment cannot be met

• Set clear expectations and timelines with colleagues, partners and end users even if you do not have an immediate answer to their query

• Acknowledge all communications

• Avoid shorthand, acronyms or slang when communicating

• Use proper grammar and formatting when communicating through chat, email or tickets

• Speak clearly and carefully when communicating by voice with end users or partners

• Listen attentively to ensure a comprehensive understanding of the users concern

• Clarify through questions to ensure all user concerns are captured

• Correspond frequently with end users to keep them informed of status (over-

communicate)

(3) Maintain up to date time entries, records and documentation

• Identify high workload tickets such as projects, change requests or issues requiring

multiple user interactions and notify team lead before commencing work

• Accurately record all time spent working on partner or end user issues against the

relevant ticket

• Record detailed notes in relation to the tickets that you are working on

• Use internal notes for communications only relevant to internal colleagues and

partners

• Update all relevant parties in relation to ticket status i.e. end user, partner, vendor,

colleagues to ensure uniform communication

(3) Maintain up to date time entries, records and documentation

• Identify high workload tickets such as projects, change requests or issues requiring

multiple user interactions and notify team lead before commencing work

• Accurately record all time spent working on partner or end user issues against the

relevant ticket

• Record detailed notes in relation to the tickets that you are working on

• Use internal notes for communications only relevant to internal colleagues and

partners

• Update all relevant parties in relation to ticket status i.e. end user, partner, vendor,

colleagues to ensure uniform communication

Qualifications:

• Minimum IT diploma level education and relevant Microsoft IT certification
• Minimum 1 year experience in an equivalent Level 2 role or minimum 2 years experience in a Level 1 role with demonstrable skills as a Level 2
• Minimum 2 year experience in a B2B IT support role
• Experience in a customer service role such as hospitality or demonstrable training in customer service i.e. call center training

If you match the qualifications, APPLY NOW and send your updated CV.