IT Infrastructure Specialist with Advanced Problem-Solving Expertise

We are seeking a highly experienced IT professional to join our team as a Level 3 System Administrator. This pivotal role requires deep technical expertise to tackle high-severity infrastructure and system issues, ensuring optimal performance and reliability for our valued clients.

The ideal candidate will have advanced troubleshooting and root cause analysis skills, with the ability to identify and resolve complex technical issues in a timely manner. They will also possess strong communication skills, with the ability to clearly explain technical concepts to both technical and non-technical stakeholders.

In addition to their technical expertise, the successful candidate will have a keen eye for identifying opportunities to improve service delivery processes and team efficiency. They will be able to contribute to the development of technical documentation and knowledge base articles, and will have a proven track record of delivering exceptional results in a fast-paced environment.

This is a dynamic and challenging role that requires a high level of technical proficiency, excellent problem-solving skills, and a passion for delivering outstanding customer service. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

• Advanced Troubleshooting & Escalation Management: Serve as a primary point of contact for complex, high-severity technical issues and escalations, ensuring swift and efficient resolution.
• Root Cause Analyst: Conduct thorough analyses of recurring problems to identify root causes and implement effective preventive solutions across client systems.
• Client Communication Champion: Collaborate directly with clients on critical escalations, providing clear, timely updates, technical explanations, and actionable next steps.
• System Administration Expertise: Provide expert-level support for intricate infrastructure issues across servers, networking, security, and cloud services (Microsoft 365, Azure, AWS).
• Tier 2/3 Escalation Handling: Ensure timely resolution of tickets escalated from Level 2 or junior team members, adhering to ITIL best practices and SLAs.
• Proactive System Monitoring: Utilize RMM tools to monitor client infrastructure, identify potential issues, and prevent downtime before it impacts clients.
• Solutions-Service Bridge: Act as a vital liaison between our solutions and service desk teams, ensuring seamless project handovers and providing feedback for continuous improvement.
• Documentation Custodian: Maintain precise and up-to-date technical documentation for troubleshooting guides, client infrastructure configurations, and service workflows.
• Process Improvement Contributor: Proactively identify opportunities to enhance service delivery processes and team efficiency, contributing to continual improvements.

• Extensive Technical Expertise: In-depth experience with server management, network configurations, and troubleshooting across various environments (e.g., Windows Server, Active Directory, firewalls, switches).
• Cloud & Security Knowledge: Strong understanding of cloud platforms (Microsoft 365, Azure, AWS) and cybersecurity best practices, including firewall management, VPNs, and threat protection.
• RMM & PSA Tools Proficiency: Hands-on expertise with RMM and PSA tools for monitoring, troubleshooting, and ticketing (e.g., ConnectWise, Datto, Kaseya).
• Problem-Solving & Service Focus: Outstanding analytical and problem-solving skills, with a focus on rapid issue resolution and meticulous root cause identification.
• Able to handle high-pressure client situations with professionalism and diplomacy.

• Competitive remuneration package with opportunities for salary progression.
• Break-out career opportunities in cyber security, cloud, and ICT infrastructure, delivering and designing solutions for quality clients.
• Responsibility for client systems and active involvement in their ICT direction.
• Ongoing certification opportunities, including Microsoft and other industry certifications.
• Work from home options and flexible schedules.
• Join a talented Senior Solutions Development Team with passionate and motivated colleagues for growth and development.