JR System Administrator - Cork

In this role, you will work directly on a client site in Cork as a member of a wider managed services team across Ireland. In addition to responding to escalated cases from Level 1 & 2, our Level 3 typically utilise enterprise monitoring toolsets to monitor and manage core operating systems, applications, network devices, server hardware, user workstations, storage, virtualisation infrastructure, and hosts where applicable.

Day-to-day Support:

• Provide on-site 3rd-level support to the service desk and on-site engineers to enable the successful resolution of infrastructure-related incidents.

Problem Management:

• Problem and opportunity identification
• Root cause analysis for escalated incidents, with a view to minimising both the frequency of specific incidents but also their resolution time
• Apply major incident process. Complete major incident reports when requested.

Ongoing Maintenance:

• Certificate management / Checking license expiries / cert expiries
• Firewall and anti-spam support
• Maintain software licenses and maintenance for any antivirus and web filtering administration and monitoring software procured by the client
• Maintain and troubleshoot backup infrastructure to ensure successful completion of nightly, weekly, and monthly scheduled jobs
• Review success and failure of backups and where a backup has failed, identify root cause and fix
• Confirm capacity of environment and take action where threshold breach is predicted (e.g. disk space, CPU usage etc.)
• Amend job schedules (in accordance with the client’s change policy)
• Assessment of new technology including hardware and software
• Ensure maintenance & support contracts with third party vendors are kept up to date including engagement with the client’s Procurement team to procure new hardware and software
• Liaising with 3rd party support Vendor to package new applications, test new feature releases, apply security updates to Servers, etc.

Project Support:

• Provide support to the project team during certain infrastructure projects

Disaster Recovery / Business Continuity:

• Execute disaster recovery strategy during the client’s DR testing, as required
• Update existing disaster recovery strategy in accordance with the client’s DR review
• Make recommendations for improvement disaster recovery processes
• Create run book for DR testing or DR activation

Knowledge Management:

• The Level 3 support team will be responsible for maintenance of the Knowledge base for Level 3 support services. The Knowledge base will be stored on the Customer’s infrastructure or within the ITSM solution.

• KPI Reporting: Ability to conduct weekly/monthly reporting and perform trend analysis.
• Process Documentation: Proven expertise in drafting and implementing process documentation.
• Resource Management: Skill in scheduling and managing allocated resources effectively.
• Team Morale and Efficiency: Ability to maintain team morale and efficiency, even during peak workloads and tight deadlines.
• Performance Management: Competence in conducting performance reviews and managing team performance.
• Mentoring and Training: Demonstrated skill in offering guidance, mentoring, and training to team members.
• Leadership: Strong leadership skills with a focus on team development and collaboration.
• Strategy Contribution: Ability to contribute to and influence strategies affecting the team.
• Continuous Improvement: Championing and driving continuous improvement initiatives.
• Team Advocacy: Skill in advocating for the team within the broader business context.
• Commercial Acumen: Understanding of commercial aspects and business acumen.
• Risk Management: Ability to identify, assess, and manage risks effectively.