HIRING: System Administrator – L2

Core Objectives

1. Resolve Level 1 and Level 2 incidents and follow escalation protocols
2. Provide timely and exceptional customer service
3. Maintain up-to-date time entries, records, and documentation
4. Proactive learning and development to enhance skills

Duties and Responsibilities

1. Resolve Level 1 and 2 Incidents and Follow Escalation Protocols

• Continuously review all tickets and statuses in your queue
• Stay attuned to internal communication channels at all times, including chat and email
• Respond promptly to colleagues, end users, and partners
• Identify priority and work methodically from highest to lowest priority incident
• Only use approved tools and access methods for supporting end users
• Work quickly and methodically from ticket to ticket ensuring key performance indicators are met
• Assess tickets and escalate non-Level 2 tickets to the appropriate resource or team
• Create new, unique tickets for each unrelated task or service requested by an end user or partner
• Assign idle tickets from the queue to yourself when you have additional capacity
• Carefully review ticket notes to ensure a comprehensive understanding of end-user requirements and previous steps undertaken
• Carefully review all related documentation including internal processes, partner documentation platforms, and online knowledge base articles before actioning a ticket
• Contact the end user by phone or email to inform them when work is commencing on their ticket

Escalation Guidelines:

• Consult Level 3 on any ticket expected to exceed 1 hour of technical effort before commencing work
• Consult internal higher-level technicians before escalating to a partner or customer
• Thoroughly document all steps within internal ticket notes before escalation
• Maintain detailed notes within the ticket to ensure visibility of steps taken and current status
• Inform customers, partners, or internal staff of next steps via ticket updates, chat, email, or telephone
• Update internal or partner documentation with any changes or learnings from completed work
• Ensure the product or service is fully functional before resolving the ticket, including confirming resolution with the customer and explaining any verification steps required

2. Provide Timely and Exceptional Customer Service

• Attend scheduled appointments and meetings on time
• Renegotiate appointments in advance if unable to meet the original schedule
• Set clear expectations and timelines with colleagues, partners, and end users
• Acknowledge all communications
• Avoid shorthand, acronyms, or slang in all customer communications
• Correspond frequently with end users to keep them informed of ticket status (over-communicate)
• Proactively reach out to end users, partners, and vendors — adopt a mindset of “never be waiting, always be following up”
• Provide warm and friendly customer service through voice, email, and chat
• Notify the team lead or management of partner or customer dissatisfaction

3. Maintain Up-to-Date Time Entries, Records, and Documentation

• Identify high-workload tickets such as projects, change requests, or issues requiring multiple user interactions and notify the team lead before commencing work
• Accurately record all time spent working on partner or end-user issues against the relevant ticket
• Record detailed and clear notes relating to all active tickets
• Use internal notes strictly for communications relevant to internal colleagues and partners
• Do not disclose internal platforms verbally or in writing (e.g., use “telephone system” instead of “Kixie,” “password vault” instead of “Keeper”)
• Do not provide screenshots of internal IT systems to end users, partners, or third parties without explicit management approval

4. Proactive Learning and Development to Enhance Skills

• Proactively liaise with colleagues to learn from their experience
• Enhance knowledge by reviewing escalated tickets and resolution methods
• Review online literature and knowledge base articles to deepen product understanding
• Attend webinars to develop additional knowledge and technical skills
• Regularly review internal and partner documentation to strengthen understanding of supported products and methodologies

Qualifications

• Minimum 1 year experience in an equivalent Level 2 role OR minimum 2 years experience in a Level 1 role with demonstrable Level 2 skills
• Minimum IT diploma-level education with relevant Microsoft IT certification
• Minimum 2 years experience in a B2B IT support role
• Advanced experience in creating, updating, and reviewing documentation and IT network diagrams
• Advanced knowledge in installing and troubleshooting line-of-business applications such as:
• Accounting software
• Legal software
• Project management platforms
• ERP systems