Senior System Administrator

Office 365 Administration\n\n- Manage license assignment and optimization\n- Troubleshoot O365-related issues (Outlook, Teams, etc.)\n- Handle user access management\n- Manage shared mailboxes and distribution lists (DLs)\n\n3. Identity & Access Management\n\n- Implement and manage Multi-Factor Authentication (MFA)\n- Conduct timely access reviews and support client audits\n- Handle MFA enrollment for users\n- Identify and respond to compromised accounts\n\n4. Desktop Support\n\n- Provide first-call resolution for end-user issues\n- Troubleshoot general desktop and Outlook-related problems\n- Ensure issue resolution within defined timelines (≤ 24 hours based on severity)\n\n5.

Ticketing & Service Management\n\n- Ensure SLA adherence of ≥ 95%\n- Manage and reduce ticket backlog (weekly/monthly targets)\n- Maintain 100% documentation compliance for all tickets\n\n6. Monitoring & Incident Response\n\n- Monitor alerts and respond within ≤ 15 minutes for critical issues\n- Handle NOC alerts, including tools like Auvik and network outages\n- Escalate issues as required\n\n7. Application Support\n\n- Troubleshoot application-related issues\n- Ensure critical issues are resolved within SLA timelines\n- Drive reduction in recurring incidents through root cause analysis\n\nKey Skills & Requirements:\n\n- Hands-on experience with Active Directory and Office 365\n- Knowledge of Identity Management and MFA\n- Strong troubleshooting skills for desktop and applications\n- Experience with ticketing tools and SLA-driven environments\n- Basic understanding of network monitoring tools (e.g., Auvik)\n- Good communication and documentation skills\n\nPerformance Metrics (KPIs):\n\n- SLA adherence ≥ 95%\n- First Call Resolution rate improvement\n- Average resolution time ≤ 24 hours\n- Alert response time ≤ 15 minutes\n- Reduction in ticket backlog and recurring incidents