Document ID: UDS/HR/Temp/038/00

Document Type: Template

Job Description

JOB DESCRIPTION - SYSTEM ADMINISTRATOR L2

Basic Details:
Title:
Reporting To:
Working Hours:
Shifts:
Weekly Offs:

System administrator (Level 2)

Team Leader/ Project Manager
9:30 hrs
Rotational
Rotational

Basic Skills Sets Requirement:

Job Based:
Qualification:
Other Certification:
Experience:

Graduate/Diploma in any stream and

Global Certification in Windows
MCITP/MCSA/MCSE Global Certification
3years, 1-2 Years relevant
experience(RIM)

Key Competencies & Skills:

Job Based
1. Knowledge of windows
a. Server 2008,2003
b. Workstations 7, Vista, XP
c. Knowledge of windows 8 is Optional
2. Knowledge of various software and Applications
a. In-depth knowledge and working experience with Microsoft operating systems
including Windows 2003 and Windows 2008
b. Installing, testing, configuring. Customizing and maintaining various operating
systems and associated software.
c. Troubleshooting overall system problems and identifying recurring problems
with the Root cause analysis .
d. Installation, support, maintenance, patching, upgrades, configuration,
archiving, and backup of server hardware, operating system, software and
utilities
e. Understanding of security best practices for operating systems.
f. Familiarity with MOM, SCCM, SCOM, NTBackup.
g. Understanding of backup process, system monitoring, performance tuning,
disaster recovery, and scripting/automation for Windows based OS
Created By:HR If Printed, becomes uncontrolled copy. 16-June-10
Review By: Management Representative

1 of 1

Document ID: UDS/HR/Temp/038/00

Document Type: Template

Job Description

h. Performing patching and operating system software upgrades through service

packs and other software bundling methodologies.
i. Working knowledge of DNS, DHCP, Active Directory,essential services and
performance counters ,MSSQL, IIS, Mail transfer agents, FTP, DNS and Event log
monitoring & troubleshooting is essential.
j. Event log monitoring & troubleshooting
k. Performing /Capacity/Availability Monitoring and Operating System Tuning.
l. Working experience with Microsoft Exchange
m. Knowledge and working experience with VMware or Citrix is required
n. Scheduling, performing and maintaining backups to facilitate data integrity,
data storage and backup/recovery procedures. Knowledge of at least one
backup software is essential (NT Backup, Symantec Backup etc)
o. Documenting changes, incidents, and problems
3. Ability to read and interpret documents such as computer documentation, hardware
and operating maintenance instructions, and procedure manuals.

Behavioral Skills
1. Should have Planning and Organization skills.
2. Strong written and oral communication skills.
3. Efficient time management skills.
4. Good analytical Skills
5. Strong interpersonal skills.
6.
Roles & Responsibility:
Primary
1. Provide technical support and updates in a timely manner. Able to work on
Level 2 tickets/Cases , User assigned tickets
2. Resolve system problems when no end-user interaction is required (e.g. Restart
a stopped service, print jobs, etc.).
3. Resolve Level 1 tickets/cases escalations. Resolve escalated support tickets
escalated by the MSP and/or the Kaseya tier 1 help desk within established SLA
guidelines
4. Assist junior admin to resolve technical queries.
5. Troubleshooting overall system problems and resolving related issues.
6. Installation of service packs and software patches (when Automatic Patching
has failed, or Internet Patches)
7. Use Microsoft Best practice Analyser for operating systems, applications for
performance tuning.
8. Scheduling and monitoring server and desktop backups. Resolve backup related
Created By:HR If Printed, becomes uncontrolled copy. 16-June-10
Review By: Management Representative

1 of 1

Document ID: UDS/HR/Temp/038/00

Document Type: Template

Job Description

issues. Remote restoring back-up images may be required based on the service
agreement.
9. Resolve DNS, DHCP, Active Directory, MSSQL, IIS, Mail transfer agents, FTP
related issues
10.Event log monitoring & troubleshooting
11.Resolve administration related tasks/issues for Microsoft Exchange, VMware or
Citrix
12.Antivirus Management related activities, Deploying, scanning and updating antivirus and anti-malware software
13.Patch installation, manual installation, resolve patch relates issues
14.Log all activities in the ticketing system, Internal system.
15.Escalate tickets when on-site support or managerial review is required.
16. Research and recommend innovative, and where possible automated approaches for
system administration tasks.

Secondary
1. Documenting information related to Tickets, issues or activities performed and
practice good follow-through techniques

2. Writing emails for communicating with internal team members and Customers
3. Ability to read and interpret documents such as computer documentation, hardware
and operating maintenance instructions, and procedure manuals.
4. The ability to handle multiple tasks at a time and work in a dynamic environment.

5. Making phone calls for High priority alerts to the MSPs.

Authority:
1. Log in to RMM tool, ticketing system/ PSA tool
2. Generate Reports for review report and maintenance activity
3. Login to Help Index system
4. Participate team discussion & decision making process
5. Communicate with Customers for Issues,escalations or status calls

Created By:HR If Printed, becomes uncontrolled copy. 16-June-10

Review By: Management Representative

1 of 1