System Administrator
Job Description
<p><strong>About Us</strong></p><p><br></p><p>Roadside | Vehicle | Driver Assistance & Mobility Solutions</p><p><br></p><p>For over 20 years we have been providing innovative vehicle and driver support services across the MENA region. We operate around the clock and our B2B business model supports automakers, their dealers, and customers. We own and operate a 24/7 emergency response centre, a fleet of vehicles and a digital dispatch system. Our strength lies in the unmatched customer experience we provide and the efficiency with which we deliver our services. We are very proud to have set the standard for success in our industry and are the leaders in our field. We are now extending our services across the region to a larger B2C audience via our digital product and are planning to expand our range of products and services.</p><p><br></p><p><strong>About You</strong></p><p><br></p><p>We are looking for a talented System Administrator who is responsible for managing and maintaining the company’s networks, servers, storage, storage & cloud services. Their role is critical in ensuring that the company’s IT infrastructure is secure, reliable, and efficient.</p><p> </p><p><strong>Goal of this role</strong></p><p><strong> </strong></p><p>The goal of this role is managing and maintaining the company鈥檚 infrastructure operations, network, and information systems to ensure 24/7 availability and running as expected and responsible for the maintenance, configuration, and overall management of computer systems, servers, networks, and related software and hardware.</p><p><br></p><p><strong>Objectives of this role</strong></p><p><br></p><p>The objective of this role ensuring that the computer systems and infrastructure are up and running, performing as expected, and secure from potential threats or breaches. This involves monitoring system performance, identifying, and addressing issues or outages, conducting routine maintenance tasks, and implementing security protocols to protect against unauthorized access and data loss.</p><p><strong> </strong></p><p><strong>Supervision</strong></p><p> </p><p>This role reports directly to the IT Manager.</p><p> </p><p><strong>Major Responsibilities</strong></p><p><strong> </strong></p><p>路 Performing daily maintenance tasks of the in-house IT system.</p><p>路 Providing fast & quality support for our staff.</p><p>路 Monitoring system performance and proactively identifying and resolving issues.</p><p>路 Maintaining inventory of all hardware and software.</p><p>路 Researching and identifying solutions to software and hardware issues.</p><p>路 Diagnosing and troubleshooting technical issues, including endpoints, servers, and networks.</p><p>路 Asking customers targeted questions to quickly understand the root of the problem.</p><p>路 Resolving computer system issues within agreed time limits.</p><p>路 Providing prompt and accurate feedback to users.</p><p>路 Referring to internal databases or external resources to provide accurate tech solutions.</p><p>路 Ensuring all issues are properly logged and preparing reports.</p><p>路 Documenting & reviewing technical knowledge in the form of notes and manuals.</p><p>路 Following company IT practices logging all requests and incidents.</p><p>路 Following the IT Security policies & best practices.</p><p>路 Identifying and improving the weaknesses in the configuration.</p><p>路 Performing timely backups of systems and ensuring backup integrity.</p><p>路 Regularly patching the systems as and when required.</p><p>路 Performing onboarding and off-boarding procedures.</p><p>路 Maintaining Telephony/PABX systems and the contact center solution.</p><p>路 Maintaining & administrating cloud solutions.</p><p>路 Being proactive and ensuring a higher level of systems uptime.</p><p>路 Other duties as assigned.</p><p><br></p><p><strong>Tasks</strong></p><p> </p><p>路 Installing, configuring, and maintaining hardware and software systems, including servers, storage devices, and networking equipment.</p><p>路 Responding to support tickets from the users and fixing issues in a timely manner.</p><p>路 Interacting with users through a series of actions, either via phone, email or chat, until the issues have been resolved.</p><p>路 Configuring & maintaining AD domain services, group policies, DNS, DHCP, and related Windows Server services.</p><p>路 Performing IT telephony systems tasks such as configuring phones, users, groups & IVR.</p><p>路 Performing periodical backups of the system with Veeam & Commvault, monitoring backup jobs, and performing restoration tasks.</p><p>路 Performing Office 365 administration tasks such as user management, SharePoint, teams, security, compliance, and synchronization.</p><p>路 Configuring and managing FortiGate firewalls, switches, & WAN routers.</p><p> </p><p><strong>Required Skills</strong></p><p> </p><p>路 Strong foundation in computer systems, networking, operating systems, security, and scripting or programming. Must be highly skilled with Hyper-V virtualization and cloud technologies is also increasingly important.</p><p>路 Must have excellent troubleshooting skills to quickly diagnose and fix issues that arise with computer systems and networks.</p><p>路 Should be detail-oriented and meticulous to ensure that systems are properly configured and maintained.</p><p>路 Communicate effectively with technical and non-technical stakeholders. This includes writing clear and concise documentation and explaining technical issues to non-technical colleagues.</p><p>路 Should be adaptable and able to quickly learn new technologies and processes as they emerge.</p><p>路 Ability to prioritize tasks in a highly demanding multitasking environment.</p><p>路 Must be able to work effectively as part of a team, both with other technical staff and with business stakeholders.</p><p>路 Should have leadership & coordination skills to manage vendors, technical teams, and projects.</p><p> </p><p><strong>Required Education, Qualification, and Experience</strong></p><p><strong> </strong></p><p>路 Bachelor鈥檚 degree in computer science or related field.</p><p>路 Overall experience of 3-5 years +.</p><p>路 Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.</p><p>路 Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk expert, or similar role.</p><p>路 Overall experience of 3-5 years +.</p><p>路 Must have experience of setting up and maintaining call centre setup.</p><p><strong> </strong></p><p><strong>Preferred Education, Qualification and Experience</strong></p><p><br></p><p>路 Bachelor鈥檚 degree in computer science.</p><p>路 CCNA, MCSA, Azure certification, Office 365 certification, FortiGate certifications.</p><p>路 Proven work experience as a Network Engineer, Server Administration, End-user Support Engineer, IT Help Desk Technician, or similar role.</p><p>路 Overall experience of 5 years +.</p><p>路 Must have experience in setting up and maintaining Genesys call centre setup.</p>
