System Administration Specialist

Department: Information Technology | Division: Infrastructure | Section: IT Operations Reports To: Lead of IT Operations - Systems

Role Overview Act as the primary Tier 2 escalation point for identity, messaging, collaboration, remote access, device-management, and end-point security services.

You will diagnose complex incidents passed from Tier 1 (Service Desk), perform RCA, implement durable fixes, and coach frontline staff so the next call is resolved at first contact.

Technology Domain Responsibilities & Sample Tasks Identity & Authentication (Active Directory / DNS, Microsoft DHCP, AD Certificate Services, ADFS, Entra ID + Connect, Forefront Identity Manager, Windows Hello for Business)

• Add/remove DNS records, DHCP reservations, and certificates based on requests from other IT staff
• Troubleshoot sync issues in Entra ID or FIM Endpoint Security & Device Management (Trellix ENS, Intune, Configuration Manager, Microsoft Purview)
• Diagnose failed deployments from from Configuration Manager
• Deploy DAT/engine updates via ePO; triage policy or DAT-related performance incidents
• Maintain DLP policies and whitelist new requirements Messaging & Collaboration (Exchange Online, Microsoft Teams, OneDrive for Business)
• Track down mail-flow anomalies using Message Trace
• Troubleshoot Teams/Webex meeting-join or media quality issues by analyzing CQD and Call Analytics.
• Validate duplicate OneDrive data in Preservation Hold Library Remote Access (Citrix Virtual Apps & Desktops, Windows Terminal Services)
• Isolate session-launch failures by reviewing Citrix Director and Studio logs
• Respond to incidents related to RDP failures Cross-Cutting Operational Duties
• Act as incident/requests/tasks queue manager
• Identify potential process improvements
• Maintain documentation related to architecture and configuration Docusign Envelope ID: 9FDC270A-7AA4-8A90-8043-5BB1963D756F Docusign Envelope ID: 9FDC270A-7AA4-8A90-8043-5BB1963D756F Classification: Internal Secondary Responsibilities
• Tier 1 Enablement & Mentoring o Accept escalations that exceed Tier 1 scope, resolve them end-to-end, and identify potential improvements. o Deliver knowledge-sharing sessions, focusing on recurring incident patterns and quick-win troubleshooting steps. o Review top call drivers, create FAQs/decision trees, and update ITSM categories to improve first call resolution (FCR)
• Process Improvement & Governance o Contribute to change-control board, draft improvements to DR plans, and provide evidence for closing controls triggered by risk assessments. o Assist consultants to audit the environment and champion remediation tasks.

• Experience: 5+ years in enterprise Windows systems administration with at least 2 years handling Tier 2/3 escalations.
• Technical Depth: o Proven expertise administering Active Directory, hybrid Entra ID, and DNS/DHCP core services. o Hands-on Intune and ConfigMgr co-management o Solid understanding of the architecture and dependencies of Exchange Online, Teams/Webex, and OneDrive. o Citrix Virtual Apps & Desktops operations (Studio, Director, Workspace) and Windows RDS. o Working knowledge of Trellix ENS/DLP/Solidcore.
• Scripting: PowerShell proficiency (functions, modules, REST/Graph calls).
• Certifications (Recommended): Microsoft Identity & Access Administrator (SC-300), MCSA/MCSE, Citrix CC-VAD, ITIL v4 Foundation. Soft Skills
• Analytical Problem Solver: Excels at breaking down ambiguous issues and correlating multi-system logs.
• Customer-Centric: Recognizes end-user impact and communicates tactfully during outages.
• Teacher Mindset: Motivated to raise Tier 1 skill level through coaching and documentation.
• Continuous Improvement: Recommends automation or policy changes that reduce incident volume.

Pay: QAR20,000.00 per month

• Bachelor's (Required)

• IT Support: 3 years (Required)