SM - System Administrator / Solutions Support Officer

Profile description: Systems Administrator/Solutions Officer

Developer profile: We are seeking a skilled and proactive System Admin/ Solutions Support Officer to join our team. In this position, you will be responsible for System Administration Support and Service Desk Support, ensuring the smooth functioning and continuous improvement of our infrastructure and services. You will work closely with the System Administrator, Release and Support Manager, and other stakeholders to maintain service availability and provide exceptional user support. 

Responsibilities:

System Administration Support (50%);

1. Collaborate with the System Administrator and report to the Solutions & Services Coordinator to meet Service Level Agreement (SLA) targets for our services.

2. Monitor and maintain the availability of all servers and services (production, staging, training, test environments).

3. Install, configure, and maintain servers as per System Administrator requests.

4. Manage user accounts for developers and team members, providing technical administration support.

5. Implement and propose improvements to enhance server performance, availability, and security.

6. Handle server redundancy, backups, security patches, failovers, disaster recovery, and system upgrades.

7. Troubleshoot and resolve issues affecting the availability and performance of servers and services.

8. Create and maintain related documentation, SLA reports, and disaster recovery plans.

9. Configure and maintain production environment tools, including EBX, Proxmox VE, Proxmox BSE, Jenkins, Gitea, Grafana, and Matomo (bonus).

SPINCO Help Desk Support (50%);

1. Collaborate with the Technical Support Team and report to the Release & Support Manager to meet SLAs for SPINCO services.

2. Respond to user support requests and incidents in a timely and effective manner.

3. Manage and acknowledge JIRA tickets submitted to the SPINCO support portal.

4. Address service requests, incidents, and change requests, and escalate when necessary.

5. Identify change requests and problem tickets for review with the Release & Support Manager and Business Analysts.

6. Create and update knowledge base entries and maintain e-learning modules.

7. Deliver e-learning materials and support documentation to end users.

8. Follow up with users post-release to ensure satisfaction and resolve any issues.

9. Propose process improvements and contribute to an agile workflow environment.

Requirements:

• Degree in Information Technology or a related field, or equivalent professional experience.

• At least 3 years of experience in a similar role, supporting system administration and service desk operations.

• Ability to plan and prioritize tasks autonomously.

• Fluent in English (written and spoken); knowledge of French, Spanish, or Arabic is a plus.

• Strong communication skills with an empathetic and polite approach to user support.

• Proficiency in MS Office Suite (Word, Excel, PowerPoint).

• Cultural and organizational sensitivity.

• Excellent problem-solving skills, with a proactive attitude toward initiative-taking.

• Strong analytical skills with the ability to troubleshoot and resolve technical issues efficiently.

• Ability to organize work, meet deadlines, and collaborate effectively in a team environment.

• Self-motivated and enthusiastic about continuous improvement.

Specific Requirements:

• Knowledge and experience with system administration technologies, including:

  • Infrastructure as a Service (IaaS)

  • Debian Linux

  • PostgreSQL

  • IP Networking

  • Apache HTTP Server

  • Tomcat Java Servlet Container

  • Icinga Monitoring Engine

  • VPN frameworks (IPSec/Open VPN)

• Familiarity with Atlassian tools (JIRA Service Management & Projects, Confluence) or other ticketing systems is an added advantage.

If this sounds like you, we'd love to meet you!