System Administrator

We are seeking a proactive and customer-focused IT Support Engineer to manage and resolve daily technical issues, ensuring seamless IT operations across the organization. This role demands strong troubleshooting skills, effective communication, and a commitment to service excellence. Additionally, you will also be given opportunity to own a few technical areas end-to-end based on your interest area and company’s requirements.

Key Responsibilities:

• Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
• Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
• Maintain a customer-centric approach in all interactions.
• Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
• Provide support via multiple channels—phone, chat, and email.
• Assist with software installations, driver issues, and system configurations both remotely and onsite.
• Take full ownership of user-reported issues from initiation to resolution.
• Maintain regular communication with users regarding issue status and progress.
• Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.

Skills And Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
• 3 to 5 years of proven experience as a System Administrator or in a similar role.
• Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
• Basic knowledge on networking (DNS, DHCP, IP)
• Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
• Familiarity with monitoring and understanding of ticketing tools and ITSM processes.
• Familiarity with remote desktop applications and help desk software.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to diagnose and resolve IT infrastructure issues effectively.
• Strong analytical and problem-solving skills with excellent multitasking abilities.
• Proficiency in office applications, including MS Excel and Word.
• Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.
• Relevant certifications such as MS Certified, ITIL are advantageous.
• Occasional after-hours support may be required to address critical incidents or system updates.
• Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
• Basic knowledge on networking (DNS, DHCP, IP)
• Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
• Familiarity with monitoring and understanding of ticketing tools and ITSM processes.
• Familiarity with remote desktop applications and help desk software.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to diagnose and resolve IT infrastructure issues effectively.
• Strong analytical and problem-solving skills with excellent multitasking abilities.

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.