A Senior System Administrator oversees the overall stability, security, and efficiency of IT infrastructure across servers, networks, and enterprise systems. They lead system architecture planning and network administration, ensuring scalability and resilience. The role involves managing user access, enforcing security policies, and supervising backups and disaster recovery processes. They provide advanced troubleshooting support while mentoring junior administrators to build technical capability. In Calicut, this position plays a strategic role in aligning IT operations with organizational goals and ensuring compliance with industry standards.

• Provide advanced support for end users seeking assistance with IT and business service issues via direct interaction, phone, email, and chat.
• Respond promptly and accurately to customer complaints, inquiries, and requests for information, and coordinate appropriate follow-up.
• Monitor, troubleshoot, and resolve tickets in assigned queues, ensuring adherence to SLAs.
• Coordinate with other IT staff to efficiently complete incidents and requests, and work independently to resolve complex customer issues.
• Perform advanced troubleshooting and root cause analysis for recurring issues.
• Mentor and guide junior staff in resolving customer issues and following best practices.
• Perform other job-related duties as assigned.
• Determine the appropriate course of action for escalated issues and resolve or escalate further as needed.
• Accurately capture work notes when documenting customer issues and update accordingly in the ticketing tool.
• Maintain effective communication, especially when escalating issues to leads or supervisors.
• Utilize Active Directory, ServiceNow, and other tools for day-to-day operations.
• Manage hardware inventory and processes. Deploy software and hardware as needed.

Ensure compliance with company policies and procedures.

• Engineering or equivalent bachelor’s degree with a focus in Information Technology.
• Advanced certifications are highly desirable:

• ITIL Foundation, MCSE, advanced hardware troubleshooting knowledge.

• Excellent verbal and written communication skills, with a strong commitment to customer service.
• In-depth knowledge of desktop operating systems such as Windows 7, 8 & 10, and laptop hardware repair and components.
• Proficient with standard desktop software including Microsoft Office & Windows products.
• Advanced working knowledge of Windows Active Directory.
• Proven ability to adapt and support a 24x7 operational environment.
• Demonstrated willingness to learn and utilize various tools available within the organization.
• Willingness to work in 24x7 shifts is mandatory.