Job Summary
We are looking for an experienced System Administrator to join our passionate Workplace Services team. The ideal candidate will have experience working in a third-line support role with a mixture of project and BAU work, have a passion for delivering exceptional customer service, enjoy problem solving, knowledge sharing and be keen to grow their skills and adapt to new technologies.
Key Responsibilities:
* Serve as an escalation point for first and second-line support teams.
* Communicate effectively with customers in 13 different countries.
* Proactively identify and resolve issues, ensuring the smooth operation of all application platforms.
* Participate in project work: Contribute to various projects, including application upgrades, migrations, and new implementations, ensuring they are completed on time.
* Investigate and remediate root causes of incidents and problems to prevent recurrence.
* Collaborate with internal and external teams to effectively fulfil requests, incident resolutions, and complete project tasks.
* Contribute to service improvements and optimise support processes, using automation where possible.
* Document and update knowledge base articles: Ensure that all troubleshooting steps and resolutions are well-documented to aid first and second-line support teams.
* Participate in change management processes: implementation of changes to the applications, ensuring minimal disruption to service.
* Support problem management processes: Identify, document, and resolve recurring issues to improve overall service quality.
Skills and Experience:
* 3+ years experience in a System Administrator, Infrastructure Engineer or similar third-line support role.
* Experience working with a wide variety of different applications/services including: Microsoft 365 Administration (Exchange Online, SharePoint, Microsoft Teams, Purview, Defender), Microsoft Entra (Conditional Access, Identity Management, Application Registrations, Multifactor Authentication), Active Directory, Intune, SFTP, SCCM, Certificate Management, DNS, DFS, Azure Files.
* Experience working with a split of project deliverables and support tasks in line with SLAs.
* Ability to prioritise work efficiently according to SLA/Priority.
* Strong problem-solving skills with a proactive approach to learning and improvement.
* Familiarity with Service Management/Documentation tools like ServiceNow, Jira, Confluence.
* Certified to ITIL foundation level is desirable, or an understanding of the framework.
* Ability to triage and resolve application issues or escalate appropriately.
* Familiarity with good practice surrounding identity and access management, access reviews, concepts of least privilege, RBAC and JML processes.
* Experience working within a team and independently.
* Excellent communication and time keeping skills.
Location and Working Hours
This is a hybrid-working role, with the successful candidate being expected to work at least two days a week in our offices in MediaCityUK, Salford, Greater Manchester, UK.
Salary and Benefits
* Competitive salary depending on experience
* Pension and life cover
* Salary sacrifice EV scheme
* Free parking
Working with smart, engaged colleagues driven by strong business ethics, you will play an important role at Hoist Finance, and have the opportunity to develop your career as the company continues to grow.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Engineering and Information Technology
#J-18808-Ljbffr