Senior Systems Administrator

Overview

A Senior System Administrator oversees the overall stability, security, and efficiency of IT infrastructure across servers, networks, and enterprise systems. They lead system architecture planning and network administration , ensuring scalability and resilience. The role involves managing user access , enforcing security policies, and supervising backups and disaster recovery processes. They provide advanced troubleshooting support while mentoring junior administrators to build technical capability. In Calicut, this position plays a strategic role in aligning IT operations with organizational goals and ensuring compliance with industry standards.

Responsibilities

• Provide advanced support for end users seeking assistance with IT and business service issues via direct interaction, phone, email, and chat.
• Respond promptly and accurately to customer complaints, inquiries, and requests for information, and coordinate appropriate follow-up.
• Monitor, troubleshoot, and resolve tickets in assigned queues, ensuring adherence to SLAs.
• Coordinate with other IT staff to efficiently complete incidents and requests, and work independently to resolve complex customer issues.
• Perform advanced troubleshooting and root cause analysis for recurring issues.
• Mentor and guide junior staff in resolving customer issues and following best practices.
• Perform other job-related duties as assigned.
• Determine the appropriate course of action for escalated issues and resolve or escalate further as needed.
• Accurately capture work notes when documenting customer issues and update accordingly in the ticketing tool.
• Maintain effective communication, especially when escalating issues to leads or supervisors.
• Utilize Active Directory, ServiceNow, and other tools for day-to-day operations.
• Manage hardware inventory and processes. Deploy software and hardware as needed.
  
  

Ensure compliance with company policies and procedures.

Qualifications

• Engineering or equivalent bachelor's degree with a focus in Information Technology.
• Advanced certifications are highly desirable:
• ITIL Foundation, MCSE, advanced hardware troubleshooting knowledge.
• Excellent verbal and written communication skills, with a strong commitment to customer service.
• In-depth knowledge of desktop operating systems such as Windows 7, 8 & 10, and laptop hardware repair and components.
• Proficient with standard desktop software including Microsoft Office & Windows products.
• Advanced working knowledge of Windows Active Directory.
• Proven ability to adapt and support a 24x7 operational environment.
• Demonstrated willingness to learn and utilize various tools available within the organization.
• Willingness to work in 24x7 shifts is mandatory.