THE ROLE

Our client currently has an excellent career opportunity for a SYSTEM ADMINISTRATOR. The successful candidate will be responsible for processing all client requests that have been escalated by IT specialists. This position also offers the opportunity to work 4 days instead of 5.

TOP RESPONSIBILITIES OF THE POSITION

1 . Provide high quality support to customers by meeting or exceeding contractual commitments:

• Resolve the majority of escalated incidents by using available tools and documentation and thoroughly researching known issues;
• Manage your own ticket queue by prioritizing requests;
• Route incidents to the next level after using all internal resources;
• Work with external vendors to resolve escalated incidents;
• Ensure that service levels are met;

2. Identify high-priority tickets and communicate effectively through established channels;

• Assist the Support Center in times of overflow;
• Provide feedback that can increase service quality and set customer expectations by providing relevant insight to service managers on recurring incidents or inefficiencies within the service team;
• Participate in shift rotation on call;
• Document problems and establish resolution procedures for the Service Center.