System Administrator Role Summary
This role involves providing advanced technical support across diverse IT infrastructure domains, including networking, systems, security systems, and access control platforms.
You will be an essential part of our IT Operations team, stepping into a broad infrastructure support role that goes beyond reactive service tickets.
* Main Responsibilities:
* Provide hands-on support across core infrastructure domains including networking (primarily Cisco Meraki), Windows endpoints, IP telephony (e.g. 3CX or similar), security systems, and access control platforms.
* Act as the Tier 2 escalation point for network-related issues raised by the Service Desk, performing advanced troubleshooting and root cause analysis.
* Support BAU infrastructure operations including patch management, firmware upgrades, system evaluations, and endpoint maintenance.
* Assist in the deployment and configuration of IP CCTV and duress alert systems, contributing to design validation, site rollouts, and vendor coordination.
* Maintain and improve technical documentation including network diagrams, SOPs, support guides, and internal knowledge base articles.
* Collaborate with the Service Desk to uplift triage workflows, improve diagnostic procedures, and mentor junior staff in handling recurring technical issues.
* Contribute to internal infrastructure projects involving technology transitions, system hardening, cloud integrations, and deployment automation.
* Monitor health and performance of network and endpoint systems using tools such as Meraki Dashboard, RMM platforms, and security alerting systems.
* Engage in vendor escalation, procurement processes, and support agreements for infrastructure-related services and hardware.
* Participate in scheduled maintenance windows, ensuring appropriate pre-checks, communications, and system validation before and after changes.
Key Requirements
About You:
* A background in IT support within a networked environment and hands-on experience with the Cisco Meraki cloud-based platform.
* Demonstrated strong stakeholder management and influencing skills, showing resilience to effectively balance service expectations with adherence to policies and procedures.
* Minimum 3 years' total experience in an IT Service Desk role, or at least 2 years as a Level 2 Service Desk Agent with a Managed Services Provider (MSP).
* Confident in troubleshooting diverse IT hardware (desktops, laptops, printers, mobile devices).
* Excellent verbal and written communication skills (internal and client-facing).
* Demonstrated ability to self-manage workload, task switch, and meet deadlines.
* Foundational networking knowledge (VLANs, DHCP, subnets, DNS).
* Exposure to Cisco Meraki environments (switches, APs, MX security appliances, cellular gateways).
* Familiarity with Jira or comparable ticketing platforms.
* Hands-on involvement in infrastructure rollout projects or upgrade programs.
Benefits
About Us:
We are committed to promoting a healthy work-life balance and offer a hybrid work model, mixing office and work-from-home responsibilities.
* Complementary all-access gym membership.
* Anniversary leave days and additional complimentary memberships through our Recognition of Service Program.
* Be recognised and rewarded by your peers for living our values with our People's Champion awards.
* Exclusive employee discounts with industry-leading fitness, travel, fashion, and retail brands through our partner discount program.
* Leading paid parental leave program.
* Employee Assistance Program.