Senior IT Administrator

The Senior IT Administrator will report to the Head of IT, and form part of the team providing first line support (L1 Team) to all the users in the region seeking technical assistance with Azure cloud services, related IT issues.

Trident Trust, a leading independent provider of corporate, trust and fund services to the financial services sector worldwide, employing 1000 staff across a global footprint that spans Africa, the Americas, Asia, the Caribbean, Europe and the Middle East. We are seeking talented professionals to join our thriving, award-winning, 145-strong Mauritius Office. Client-focused and service-oriented, we only employ individuals who are professionally minded, committed and able to demonstrate good interpersonal skills.

Senior IT Administrator

The Senior IT Administrator will report to the Head of IT, and form part of the team providing first line support (L1 Team) to all the users in the region seeking technical assistance with Azure cloud services, related IT issues.

As a Senior IT Administrator, they are expected to be familiar with all users related tools and supported applications. They will work closely with the managers and L2 team in monitoring regional infrastructure, including servers, backups, security, networks and telephone systems; whilst ensuring compliance with all legal, regulatory and licensing requirements, and Trident Group and internal IT and security procedures. The primary responsibility of this role will be to provide excellent customer service by resolving Level 1 support tickets, handling Azure-related queries, and escalating more complex issues to Level 2 or Level 3 support teams. The candidate is also responsible for mentoring junior helpdesk engineers, contributing to continuous improvement initiatives, and collaborating with other IT teams to enhance the overall efficiency and effectiveness of IT operations.

Key Responsibilities and Accountabilities/Duties:

User Support

• Handles escalated support cases and resolves high-priority issues.
• Offers guidance and expertise to junior technicians in user support tasks.
• Proactively identifies trends and patterns in user support requests to improve service delivery.
• Serve as the primary point of contact for escalated technical issues and complex user inquiries, providing expert-level support and guidance to resolve problems effectively.
• Participate in the development and implementation of user support processes, procedures, and best practices to improve service delivery and customer satisfaction.
• Collaborate with cross-functional teams to identify root causes of recurring issues and implement proactive solutions to prevent future incidents.

Systems Support and Maintenance

• Conduct health checks, backups, and manage security systems.
• Serve as the first point of contact for users seeking assistance with Microsoft 365 applications, including Microsoft Outlook, Word, Excel, PowerPoint, and other productivity tools.
• Handle Microsoft 365 applications and user accounts, password resets. Receive and address Level 1 support tickets. Perform initial investigation and troubleshooting of Azure-related issues, including connectivity problems, resource deployment errors, and access issues.
• Maintain detailed and accurate records of support tickets, resolutions provided, and escalation procedures followed.
• Provide escalation support of incidents/requests for Trident Pacific Microsoft and other aspects of the regional IT infrastructure, such as remote desktop support or liaise with regional IT support staff to solve issues.
• Oversee support and maintenance for Regional Microsoft 365 tenant, support local IT staff where applicable, and provide support to TTG where necessary.
• To liaise with external 3rd parties as required, (e.g., suppliers of hardware, software and services; 3rd party support companies; other Trident Group Microsoft and staff; etc).
• Support procurement of new hardware and software as applicable.
• To be aware of systems industry developments.
• Maintain detailed and accurate records of support tickets, resolutions provided, and escalation procedures followed.
• Manages more complex systems and infrastructure components.
• Oversees system updates, upgrades, and maintenance activities on a rotation basis with other team members.
• Develops and implements best practices for system management and optimization.

General

• Provide frequent reporting to the Regional Head of IT on IT Systems and Technology, including but not limited to:
• Status and health of Trident Pacific and the regional infrastructure.
• Recommendations for improvements/upgrades repairs and replacements; and
• Any security/procedural/regulatory/legal breaches.
• To provide support and maintenance to the systems and facilities aspects of the business continuity policy and procedure, including its design, review, and testing.
• To coordinate with L1 team and ensure all support tickets are resolve and close on a timely manner.
• To observe and comply with Trident’s regional and group policies and procedures.
• Deliver excellent customer service, demonstrating patience, empathy, and effective communication while assisting users.
• Log and track support requests using the ticketing system, ensuring accurate documentation of user interactions and issue resolutions.
• Keep abreast of Microsoft 365 and Azure updates, new features, and best practices to deliver efficient and effective support to end-users.
• Provide basic user training on Microsoft 365 applications, educating users on the effective use of features to improve productivity.
• Participate in IT team meetings and contribute ideas for improving the Microsoft 365 support process.
• Assist in testing and evaluating new Microsoft 365 features, updates, and compatibility with existing systems.
• Senior role with extensive experience and expertise in IT support, providing expert-level guidance and recommendations to resolve critical incidents.
• Takes initiative and demonstrates leadership within the helpdesk team.
• Independently resolves technical issues and contributes to process improvements.

Skills and Competencies:

Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.

Advance systems expertise including, but not limited to:

• Microsoft Windows and Server
• Azure Cloud, Microsoft 365, and Intune administration
• Computer hardware support and procurement
• Networking protocols and infrastructure components
• Basic networking knowledge such as SD-WAN, VLANs and layer 3 routing,
• Telephone systems using VoIP technology

Understanding of various legal and regulatory requirements:

• Software / hardware licensing requirements
• Legal requirements of licenses in relation to IT and financial services companies
• Data Protection requirements

Ability to use ITIL framework / method to leverage best practices, thus enabling teams to manage and better understand customer expectations and improve satisfaction by building and maintaining positive business relationships.

Ability to analyse, solve and support issues that may arise from systems and systems users

Relevant professional qualification or commitment to work towards an approved relevant professional qualification; alternatively, an employee may be qualified by experience.

Appropriate up-to-date annual qualification in topics on which Trident has a regulatory obligation

Proven experience in a helpdesk or technical support role, with familiarity in supporting Microsoft 365 applications.

Strong knowledge of Microsoft 365 applications, including Microsoft Outlook, Word, Excel, PowerPoint, and SharePoint.

Understanding of user account management, email configuration, and basic troubleshooting within the Microsoft 365 environment.

Excellent problem-solving and analytical skills to diagnose and resolve Level 1 support issues effectively.

Strong communication skills, with the ability to convey technical information clearly to non-technical users.

Customer-oriented attitude with a focus on delivering outstanding user support experiences.

Ability to work collaboratively in a team environment and follow established support processes.

Microsoft 365 certifications such as Microsoft 365 and Azure Fundamentals (MS-900 & AZ-900) are a plus.

Advanced troubleshooting skills for complex technical issues.

In-depth knowledge of IT infrastructure components and systems.

Leadership and mentoring abilities to guide junior technicians.

Analytical thinking and problem-solving skills to address challenging problems.

Training

Training will be provided to comply with ongoing professional development and regulatory requirements as a minimum.

Remuneration

Salary commensurate with experience and qualifications.

Applications

Applications will be treated in the strictest of confidence.