Tier 2 Technical Support / Systems Administrator
Executive Placements · Kensington
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Start free — we apply for you →Key Performance Areas (KPAs)
- Advanced Technical Support
- Systems Administration
- Endpoint and Application Management
- Infrastructure Operations
- System Monitoring and Preventative Maintenance
- Project and Change Support
- Documentation and Knowledge Management
Key responsibilities/duties: Advanced technical support:
- Resolve complex incidents and service requests escalated from Tier 1.
- Investigate software, operating system, authentication and endpoint issues.
- Perform advanced troubleshooting across desktop, server and application environments.
- Identify root causes and implement permanent resolutions where appropriate.
- Escalate specialist infrastructure issues to Tier 3.
- Ensure all work is completed within agreed SLAs.
- Maintain accurate ticket documentation.
Systems administration
- Administer Active Directory.
- Manage Microsoft 365 administration.
- Maintain user accounts and permissions.
- Configure Group Policies.
- Manage file shares and security permissions.
- Support Windows Server services.
- Maintain shared resources.
- Perform account provisioning and deprovisioning.
- Assist with identity and access management.
Endpoint and application management
- Install and maintain approved software.
- Apply software updates, security patches, and required upgrades.
- Support Windows operating systems.
- Troubleshoot business applications.
- Perform hardware diagnostics.
- Coordinate warranty repairs.
- Maintain endpoint compliance.
- Support mobile devices where applicable.
Infrastructure operations support: Assist Infrastructure by:
- Supporting server administration.
- Performing backup verification.
- Monitoring server health.
- Assisting with infrastructure maintenance.
- Apply approved patches to supported systems.
- Assist with firmware updates on network devices, including switches, where appropriate.
- Gain exposure to infrastructure maintenance across both systems and networking environments.
- Performing scheduled maintenance.
- Assisting with storage administration.
- Supporting virtual environments.
- Conducting operational health checks.
- Monitoring service availability.
Monitoring and preventative maintenance
- Monitor infrastructure alerts.
- Review system logs.
- Investigate recurring faults.
- Recommend operational improvements.
- Monitor system performance.
- Assist with capacity monitoring.
Project and change support: Assist with:
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