Systems Administrator

JOB OVERVIEW

Reporting to the Technical Lead, Managed Services, the Systems Administrator is responsible for the administration, support, maintenance, and continual improvement of client and internal technology environments across Exchange Technology Services (ETS). This role serves as a technical generalist supporting Microsoft cloud technologies, Windows infrastructure, business applications, endpoint management platforms, backup solutions, service management platforms, and operational processes.
The Systems Administrator works closely with the Service Desk, Managed Services Engineering, Projects, Cyber Security, and Client Success teams to deliver reliable, secure, and efficient IT services. The role requires a strong technical foundation, excellent troubleshooting skills, attention to detail, and a commitment to providing exceptional client experiences.
This position supports both reactive and proactive service delivery activities including system administration, onboarding, maintenance, monitoring, documentation management, patch management, backup administration, service improvement initiatives, and technical project participation.

KEY RESPONSIBILITIES

Microsoft Cloud Administration

Administer and support Microsoft 365 environments.
Manage Exchange Online, Teams, SharePoint Online, OneDrive, and related Microsoft services.
Administer Microsoft Entra ID (Azure AD), Conditional Access, MFA, and identity management.
Manage user provisioning, deprovisioning, licensing, and permission assignments.
Support Azure infrastructure and cloud service administration.
Assist with cloud migrations, tenant integrations, and modernization initiatives.

Windows Server Administration

Administer and maintain Windows Server environments.
Manage Active Directory, Group Policy, DNS, DHCP, and file services.
Support virtualization platforms and hosted infrastructure.
Perform routine server maintenance, upgrades, and remediation activities.
Monitor system health and performance.

Endpoint and Device Management

Support workstation deployment, configuration, and lifecycle management.
Administer Mobile Device Management (MDM) platforms.
Manage endpoint security, compliance, and policy administration.
Assist with device enrollment and deployment processes.

ITSM, PSA, and ServiceNow Administration

Support configuration and administration of ServiceNow and associated workflows.
Assist with ITSM process improvement initiatives.
Maintain ticket quality, documentation standards, and workflow compliance.
Support PSA and operational platform administration.
Participate in automation and service improvement projects.

RMM Administration

Manage and maintain Remote Monitoring and Management (RMM) platforms.
Develop and optimize monitoring policies and alert thresholds.
Investigate and remediate monitoring alerts.
Support automation initiatives that improve operational efficiency.

Backup and Recovery Services

Administer backup platforms and monitoring systems.
Validate backup success rates, retention policies, and recovery readiness.
Perform backup restores and disaster recovery testing.
Assist with business continuity and recovery planning efforts.

Patch Management

Manage Windows patching and maintenance schedules.
Review, approve, deploy, and validate patches.
Identify and remediate patch compliance issues.
Support vulnerability remediation initiatives.

SSL Certificate Management

Monitor certificate expirations and renewal schedules.
Coordinate certificate renewals and deployments.
Maintain accurate certificate inventories and documentation.
Support certificate automation initiatives where applicable.

Client Onboarding and Offboarding

Participate in technical onboarding and transition activities.
Configure client environments and establish operational standards.
Assist with discovery, documentation, and asset management activities.
Support client offboarding processes when required.

Business Applications Support

Support line-of-business applications and third-party SaaS platforms.
Assist with application deployment, upgrades, and troubleshooting.
Coordinate with vendors and internal teams on issue resolution.

Documentation and Knowledge Management

Create and maintain technical documentation.
Develop standard operating procedures and knowledge base articles.
Ensure configuration, asset, and environment documentation remains current.
Contribute to operational process documentation and improvement initiatives.

Time Tracking and Task Management

Maintain accurate time entry and task documentation.
Update tickets with detailed technical notes and resolution details.
Ensure activities are tracked according to ETS operational standards.
Support KPI reporting through accurate workload documentation.

Project Participation

Assist with infrastructure projects, client migrations, and system upgrades.
Participate in change management processes.
Execute assigned project tasks and technical deliverables.
Collaborate with engineering teams during project implementation.

Additional responsibilities as assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

College Diploma or Degree in Information Technology, Computer Science, or a related field preferred.
Minimum 3 years of experience in a Systems Administrator, Technical Support, Infrastructure Support, or Managed Services role.

KNOWLEDGE, SKILLS & ABILITIES

Experience supporting Microsoft 365 and Azure environments.
Experience supporting Windows Server infrastructure.
Experience working within a Managed Services Provider (MSP) environment is considered an asset.
Experience with ServiceNow, RMM platforms, MDM platforms, and backup solutions is preferred.

Technical Skills: Strong knowledge of:
Microsoft 365
Azure and Entra ID
Windows Server
Active Directory
Group Policy
Exchange Online
SharePoint Online
Teams Administration
Endpoint Management
MDM Platforms
RMM Platforms
ServiceNow
Backup and Recovery Solutions
SSL Certificate Management
Windows Patching
ITIL-based Service Management

Core Competencies:

Technical Excellence
Strong troubleshooting and analytical skills.
Ability to resolve complex technical issues independently.
Attention to detail and commitment to quality.
Communication
Excellent written and verbal communication skills.
Ability to communicate technical information to both technical and non-technical audiences.
Strong client relationship management skills.
Organization
Effective prioritization and time-management abilities.
Ability to manage multiple tasks and competing priorities.
Strong documentation discipline.
Teamwork
Collaborative approach to problem solving.
Ability to work effectively across multiple operational teams.
Commitment to knowledge sharing and mentorship.

WORKING CONDITIONS

Must be able to obtain and maintain a clear criminal record check
Physically able to perform all listed job duties
Valid driver’s licence and reliable transportation preferred to support occasional travel to client locations as required.
Work performed primarily in an office environment
Manual dexterity required to use desktop computer and telephone
Participation in after-hours maintenance windows as needed.
Participation in on-call rotations may be required.

Methods and procedures described or implied in the job profile may be altered to accommodate employees.