XTN-D200237 | SYSTEMS ADMINISTRATOR

Systems Administration & Client Environment Management

• Administer and maintain client Microsoft 365 and server environments, including identity, access, security, configuration, and overall system health.
• Manage the user lifecycle effectively, including account creation and offboarding, security groups, licensing, permissions, and conditional access, with a clear understanding of the impact of each change.
• Perform proactive maintenance activities such as backup testing, applying and validating updates, monitoring environment health, and identifying potential issues before they impact clients.
• Ensure all activities, including proactive and scheduled maintenance, are properly documented through tickets with accurate time tracking.

Support & Issue Resolution

• Manage and prioritize client tickets based on urgency and business impact, ensuring timely progress and resolution.
• Own tickets through to resolution. When issues require escalation, provide complete
  documentation of troubleshooting steps performed, findings, and discussions with senior technical resources.
• Apply strong understanding of client environments to resolve issues effectively rather than simply escalating requests without investigation.
• Communicate with clients clearly and professionally by asking relevant questions, providing concise updates, and ensuring expectations are managed.
• Maintain detailed ticket documentation for transparency, accurate reporting, billing purposes, and effective handover between team members.

Project Work

• Support project-based initiatives including system implementations, migrations, new
  environment setups, rollouts, and infrastructure changes.
• Take ownership of assigned project tasks from planning and implementation through testing, documentation, and completion.
• Effectively balance project responsibilities alongside support and maintenance activities while keeping stakeholders informed of progress and priorities.

Ticketing, Time & Accountability

• Ensure all work is accurately captured through tickets and time tracking, including support requests, projects, proactive maintenance, and internal activities.
• Maintain strong time management practices by ensuring working hours are properly recorded against relevant tasks and activities.
• Focus on progressing and completing tickets and projects efficiently while maintaining service quality.
• Consistently meet productivity and service expectations while ensuring visibility of completed work and contributions to the team.

Daily Rhythm & Communication

• Attend daily team meetings prepared with updates on key tickets, project milestones, client commitments, and priorities.
• Maintain consistent communication with team members and stakeholders to ensure alignment across activities and timelines.
• End each day with accurate documentation, updated tickets and project notes, organized priorities, and a clear plan for upcoming tasks.

Documentation & Knowledge Base

• Identify opportunities for improving documentation and contribute knowledge articles when recurring issues or solutions require formal reference materials.
• Follow standardized documentation formats and processes to ensure consistency and usability.
• Create documentation that provides sufficient detail for others to understand, follow, and apply solutions effectively.

Autonomous Workload Management

• Manage workload independently by prioritizing tasks, scheduling activities, coordinating with clients, and maintaining an accurate calendar.
• Proactively manage communication with clients and internal teams, ensuring timely responses and effective follow-through.
• Maintain strong organization and visibility of workload to support efficient service delivery.

Process Compliance & Service Standards

• Follow established support and project processes, ensuring work is properly documented, escalated appropriately, and completed according to service standards.
• Understand and consistently work toward defined service expectations and resolution benchmarks.

Ensure every ticket provides a complete record of the issue, investigation performed, findings, and resolution to support transparency and continuous improvement.