System Administrator

**About the Company**

Benchmark 365 is an innovative IT service delivery organization with clients in Australia, US, UK and Canada. Our focus is on helping small organizations scale quickly by providing 24x7 IT services, advice, consulting, project delivery and support.

We are currently on the look-out for a top tier System Administrator that can provide critical technical support to Partner and end users. They are responsible for the maintenance, configuration, and reliable operation of computer systems and servers of Benchmark 365 clients and partners.

The primary task of the System Administrator is system monitoring. Usually, they will take care of new accounts set-up and active directory administration. They keep track of the server performance, create designs for computer systems and collaborate and offer necessary technical support for firewall and network system. They will take charge of Benchmark 365 clients and partners user credential, and frameworks and make sure that the systems are safe and secure from breaches or viruses.

**Duties and responsibilities**
- Resolve level 1 and 2 incidents and follow escalation protocols.
- Provide timely and exceptional customer service.
- Maintain up to date time entries, records and documentatin.
- Execute wide arrangement of technical expertise from outlook configuration to server support.
- Work on Windows, Office, Exchange, On-Premise and Active Directory.
- Manage and maintain virtual cloud IT environments.
- Operate complex troubleshooting involving servers, firewalls and network related tickets.
- Provide escalation support to team members in a non-traditional Level 1/2/3 escalation process.
- Document of all key IT systems.
- Stay up to date on Benchmark 365’s products and integrations.
- Participate in Partner project that may include migration, network configurations and many more.
- Perform Adhoc Tasks - improve technical process within Benchmark365, advise on platform downtime, recommend process and policies and report ticket failures.
- Participate in network design, pre-sales activities and product development.
- Proactive learning and development to enhance skills.
- Participate in the company’s evolving marketing efforts i.e sharing in blogs, social media and other marketing efforts.

**Skills and Attributes**
- Intermediate knowledge of server operating systems.
- Intermediate knowledge of terminal service operating environments.
- Intermediate knowledge of virtualization technologies.
- Intermediate network troubleshooting skills.
- Advanced knowledge of Microsoft desktop operating systems.
- Advanced installation and troubleshooting skills in relation to IT peripherals such as printers, models, smartphones, internet / modem / router.
- Advanced knowledge of Microsoft Office platforms.
- Advanced knowledge of Microsoft 365 and Office 365 product suites.
- Advanced experience with remote desktop or remote control tools such as Teamviewer.
- Advanced experience with remote desktop or remote control tools such as Teamviewer.
- Advanced experience with creating, updating and reviewing documentation and IT / network diagrams.

**Soft Skills**
- Attention to detail.
- Team player.
- Quick thinking and autonomous decision making
- Fluent verbal and written English
- Strong customer service and rapport building skills
- Strong organization skills including demonstrable multi-tasking and planning skills
- Demonstrable time management skills

**Qualifications**
- Minimum IT diploma level education and relevant Microsoft IT certification.
- Minimum 1 year experience in an equivalent Level 2 role or minimum 2 years experience in a Level 1 role with demonstrable skills as a Level 2.
- Minimum 2 year experience in a B2B IT support role.
- Experience in a customer service role such as hospitality or demonstrable training in customer service i.e. call center training

Ability to commute/relocate:

- Durban Mission Location, Eastern Cape: Reliably commute or planning to relocate before starting work (preferred)