Systems Administrator

Summary

The System Administrator provides advanced technical support for retail store environments, ensuring stability, efficiency, and optimal performance of desktop systems and related technologies. This role acts as the highest level of escalation within the retail desktop support team, focusing on complex issue resolution, root cause analysis, and problem management. The System Administrator also contributes to project initiatives, designs and implements complex solutions, and collaborates with cross-functional teams to enhance IT service delivery.

Key Responsibilities

• Escalation Support:
  • Serve as the final point of escalation for desktop-related incidents and service requests from L1 and L2 teams.
  • Provide expert troubleshooting for hardware, software, and network connectivity issues in retail store environments.
• Root Cause Analysis & Problem Management:
  • Conduct in-depth investigations to identify underlying causes of recurring issues.
  • Develop and implement permanent fixes to prevent future incidents.
  • Maintain problem records and ensure timely resolution in alignment with ITIL practices.
• Complex Solution Management:
  • Design, configure, and deploy advanced desktop solutions, including integrations with POS systems, peripherals, and store-specific applications.
  • Ensure compliance with security standards and operational policies.
• Project Support:
  • Participate in IT projects related to store openings, technology refreshes, and infrastructure upgrades.
  • Provide technical expertise during planning, testing, and implementation phases.
• Documentation & Knowledge Sharing:
  • Create and maintain detailed technical documentation, SOPs, and knowledge base articles.
  • Mentor and guide L1 and L2 technicians to improve overall team capability.
• Collaboration & Communication:
  • Work closely with network, server, and application teams to resolve cross-platform issues.
  • Communicate effectively with stakeholders, ensuring timely updates and clear technical explanations.

Critical Qualifications

• Education:
  • Diploma or degree in Information Technology or related field.
  • Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation, Microsoft Certified Professional).
• Experience:
  • 5+ years of desktop support experience, with at least 2 years in an L3 or senior technical role.
  • Proven experience supporting retail environments and POS systems.
• Technical Skills:
  • Advanced knowledge of Windows OS, Active Directory, Group Policy, and endpoint management tools.
  • Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP).
  • Experience with remote support tools and ticketing systems (e.g., ServiceNow).
• Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal abilities.
  • Ability to manage multiple priorities in a fast-paced environment.