Senior IT System Administrator

**About SubjectWell**: SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell was founded by two entrepreneurs on their third successful startup finding consumers and matching them with opportunities in digital marketplaces. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials marketplace. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in the marketplace. Since 2012, SubjectWell's high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas. SubjectWell is looking for exceptional people, who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world. Here is your chance to really make a difference, both in your career and in the lives of millions. **About the Position**: SubjectWell is focused on providing world class end-user support and empowering employees with best-in-class technical resources. Our technology team is growing at SubjectWell, and we are looking to add a Senior IT System Administrator to the organization in our Cape Town call center office. This individual will oversee IT related tasks for the Cape Town office and will be responsible for developing and coordinating a support structure, monitoring all activities and helping direct Level1 Help Desk resources provided by our Managed Service Provider. This role serves as the Senior IT System Administrator for activities and acts as liaison between the operational and technical sides of the organization, identifying needs and coordinating activity with internal and external teams. The Senior IT System Administrator is responsible for providing IT systems support services that enable the growth of the company and plays an integral part in working with operational teams on how to efficiently utilize technology in supporting the business. This is an individual contributor position overseeing complex projects and managing productivity of contract employees, reporting directly to the Vice President of Technology. **Responsibilities** - Bring creativity, strategic thinking and pragmatism coupled with an awesome "can-do" attitude and the passion and energy to solve problems and deliver high-quality results - Set high standards for issue handling, escalation and problem management for our growing workforce in Cape Town - Work closely with IT team both in Cape Town and in the U.S. to troubleshoot escalated system/network issues, assist Level 1 IT in troubleshooting reported issues - Identify new tools, processes and services and improve the level of support provided for existing ones related to IT issues identified at the Call Center - Look for opportunities to improve how we monitor and identify problematic IT issues before they happen - Responsible for building relationships with key stakeholders across the Call Center including Management, Team Leads and the IT resources at the Managed Service Provider - Gather and analyze metrics to benchmark the workload/performance and identify trends in IT issues - Ensure that all policies and procedures for communication and escalation of incidents and issues are followed **Qualifications** - 3 to 5+ years' experience in IT projects and support as a System Administrator - Strong written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences - Background in technical troubleshooting and strong analytical skills on both Windows and Mac systems - Proven ability to operate in dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism - Technical experience in the following: - Jira Service desk - Networking experience with firewall, network switches, VLAN's, troubleshooting (traceroute etc) - End user support experience - Microsoft 365 - Audio/Video conference room troubleshooting - Call center support experience huge plus - Voip telephones - Printer support **Perks & Benefits**: - Medical Insurance Benefit - Pension Fund - Company Stock Options - Paid Time Off - Paid Holidays - Flexible Vacation - Free transport to and from work