Systems Administrator / Operations Support Specialist

Job Description

Role Overview

The Systems Administrator / Operations Support Specialist will provide Level 1 and Level 2 technical support, systems administration, and IT infrastructure operations within an enterprise environment.

The successful candidate will be responsible for maintaining server and workstation infrastructure, managing user access, troubleshooting hardware and software issues, monitoring system performance, and supporting network connectivity. The role also involves handling incidents and service requests, applying software updates and security patches, and ensuring reliable day-to-day IT operations.

Key Responsibilities

• Provide systems administration and operational support for enterprise IT environments.

• Manage user accounts, access permissions, Active Directory, and user profiles.

• Perform system backups, recovery, software installations, upgrades, and patch deployments.

• Monitor, maintain, and troubleshoot servers, workstations, networks, and infrastructure.

• Support Microsoft Windows Server, DNS, DHCP, Group Policy, and network services.

• Troubleshoot hardware, software, connectivity, and system performance issues.

• Support Microsoft Azure, Microsoft 365, and Entra ID environments.

• Manage IT incidents, service requests, problems, and change requests through ITSM tools.

• Implement cybersecurity best practices, including access control, endpoint protection, and vulnerability remediation.

• Use PowerShell or batch scripting for basic automation.

• Maintain technical documentation, operational procedures, and system inventories.

• Coordinate with technical teams, vendors, and business stakeholders to resolve infrastructure issues.

Technical Skills – 40%

• Microsoft Windows Server administration.

• Active Directory, Group Policy, DNS, DHCP, and user account management.

• Enterprise infrastructure support, including file servers, print services, VMware and Hyper-V.

• Microsoft Azure, Microsoft 365, and Entra ID.

• ITSM tools such as ServiceNow and Remedy.

• Hardware, software, network, and system performance troubleshooting.

• Cybersecurity, patch management, vulnerability remediation, and endpoint protection.

• PowerShell and batch scripting.

• Networking fundamentals: TCP/IP, VPNs, firewalls, and network connectivity.

Professional Experience – 40%

• Experience providing Level 1 and Level 2 technical support in medium to large enterprise environments.

• Experience monitoring and maintaining server, workstation, and network infrastructure.

• Experience resolving incidents and service requests within established SLAs.

• Experience with user provisioning, access management, software installation, and patch deployment.

• Experience following IT operational procedures and change management processes.

• Experience supporting business-critical applications.

• Experience maintaining technical documentation and knowledge articles.

• After-hours support and on-call experience are considered assets.

Communication Skills – 20%

• Strong verbal and written communication skills.

• Ability to explain technical concepts to technical and non-technical stakeholders.

• Strong customer service and client relationship management skills.

• Ability to document incidents, troubleshooting activities, and resolutions.

• Strong interpersonal and collaboration skills.

• Ability to prioritize requests and manage stakeholder expectations.

• Strong analytical and problem-solving abilities.

Mandatory Requirements – Must Have

Candidates must demonstrate the following:

• Strong troubleshooting skills across hardware, software, network connectivity, and system performance.

• Understanding of cybersecurity practices, including account security, patch management, vulnerability remediation, endpoint protection, and access control.

• Understanding of cloud administration, particularly Microsoft Azure, Microsoft 365, and Entra ID.

• Strong verbal communication skills and the ability to explain technical solutions to different stakeholders.

• Excellent customer service orientation, professionalism, responsiveness, and client satisfaction.

Additional Assets

• VMware or Hyper-V experience.

• ServiceNow or Remedy experience.

• PowerShell or batch scripting.

• Enterprise network and infrastructure support.

• After-hours maintenance and on-call support.

• AODA knowledge and accessibility standards.

• Experience with distributed and networked systems.