Overview
This is a technical role within the Enterprise Services team reporting to the I.T. Service Desk Team Lead. You will work with the system administration and managed service partner to support the operation, performance, and availability of on-premises and cloud infrastructure and core services. The role will focus on ensuring stable service delivery across the hybrid environment and enterprise platforms, with responsibility for day-to-day operational support, incident management, and continual service improvement. As required, you may also contribute to and act as a technical stakeholder in I.T. initiatives and projects.
Experience
- Proven experience as a system administrator supporting server operating systems (Windows Server 2019 above).
- Experience supporting infrastructure and workloads in cloud environments (Azure) is essential.
- Strong experience in managing Active Directory (on-premises) and Microsoft Entra-ID (Azure), including identity lifecycle management, role-based access control (RBAC), and Group Policy.
- Proficiency in administering M365 services, to include Exchange Online, Teams, SharePoint, OneDrive, and Intune.
- Experience working with monitoring tools and performance management of infrastructure and services.
- Exposure to security tools and technologies (patch management, antivirus, firewalls) an advantage.
Role Responsibilities
System Administration
- Daily administration and support of IT infrastructure including servers, virtual environments, and cloud platforms.
- Monitor system performance and availability, proactively identifying and resolving issues impacting service delivery.
- Review system health reports, troubleshoot issues, and coordinate resolution with internal teams and external partners.
- Ensure optimal performance, capacity planning, and reliability of infrastructure services.
- Assist with deployment and lifecycle management of Windows operating systems, applications, and updates using Microsoft tools (Autopilot, Intune).
Identity and Access Management (Active Directory / Entra)
- Administer Active Directory and Entra ID environments across hybrid infrastructure.
- Manage user identities, access provisioning, and deprovisioning processes.
- Implement and maintain role-based access control (RBAC) aligned with business requirements.
- Maintain and optimise Group Policy and identity-related configurations.
M365 Administration
- Administer M365 services including Exchange Online, Teams, SharePoint, and OneDrive.
- Monitor service health, troubleshoot issues, and perform ongoing maintenance and optimisation.
Incident and Service Management
- Act as an escalation point for the Level 1 Service Desk and wider IT teams.
- Take ownership of incidents related to infrastructure and platform services and ensuring timely resolution.
- Coordinate with internal teams and managed service providers during incident response.
- Assist the Major Incident Manager with root cause analysis for major incidents and contribute to continuous improvement actions.
- Maintain accurate documentation of incidents, resolutions, and system changes.
General
- Work closely with managed service partners to ensure service performance and availability targets are met, taking proactive steps or escalating to the Service Desk Team Lead where you think targets will be missed.
- Contribute to operational improvements, automation, and standardisation across infrastructure services.
- Prioritise and manage workloads to effectively meet operational and project deadlines.