KEY OBJECTIVES OF POSITION

The Infrastructure & Systems Administrator is responsible for ensuring the smooth operation of the organization's IT infrastructure by coordinating installations, maintenance and troubleshooting hardware and software-related issues. This role will serve as a key point of contact for users seeking technical support and will work closely with internal departments and external vendors to maintain a reliable and secure network environment.

COMPETENCIES AND RELATED DUTIES AND RESPONSIBILITIES

A description of the main competencies and related duties and responsibilities, however not exhaustive, is detailed below:

 

o   Technical Support and Helpdesk

·        Act as the first point of contact for all IT related requests and incidents, logging, prioritising and resolving issues in a timely manner and escalating to the IT Manager or external providers where required.

·        Provide technical support to users on desktops, laptops, printers, peripherals, mobile devices, telephony and meeting-room equipment.

·        Troubleshoot and resolve hardware, software and operating system issues, ensuring minimal disruption to business operations.

·        Train and guide users in the proper use of the network, business applications and related software, and promote good IT practices.

·        Track recurring issues, identify root causes and recommend preventive or corrective measures.

 

o   SharePoint Administration & Support

·        Administer, maintain and support the Company's Microsoft SharePoint environment, ensuring optimal performance, security and availability.

·        Create, configure and manage SharePoint sites, document libraries, lists, permissions and workflows in accordance with business requirements.

·        Provide support to users on SharePoint-related issues, ensuring timely resolution of incidents and service requests.

·        Manage user access rights and permissions while ensuring compliance with the Company's information security policies.

·        Develop and maintain document management structures, metadata, version control and retention policies to enhance collaboration and governance.

·        Assist business units in designing and implementing SharePoint solutions to improve operational efficiency and document management.

·        Perform regular system maintenance, monitoring, backups (where applicable) and health checks of the SharePoint environment.

·        Coordinate with Microsoft 365 administrators and external service providers for advanced troubleshooting, upgrades and new feature implementations.

·        Prepare user guides, standard operating procedures and technical documentation relating to SharePoint administration.

·        Conduct user training and awareness sessions to promote the effective use and adoption of SharePoint and Microsoft 365 collaboration tools.

·        Ensure compliance with data governance, cybersecurity and regulatory requirements relating to the storage and sharing of information on SharePoint.

·        Stay abreast of new SharePoint and Microsoft 365 functionalities and recommend enhancements that add value to the business.

 

o   Installation, Maintenance and Asset Management

·        Coordinate the installation, configuration, operation, maintenance and troubleshooting of hardware and software across all sites.

·        Evaluate, test and recommend new data communication hardware, software and IT solutions in line with business needs.

·   Maintain an accurate and up-to-date inventory of IT assets, including hardware, software licenses, maintenance agreements and warranties, throughout their lifecycle from procurement to disposal.

·        Maintain accurate records of IT users, equipment allocation and network issues.

·        Ensure the timely renewal of software licenses, subscriptions and support contracts, and flag upcoming expiries to Management.

 

o   Network and Infrastructure Management

·        Assist external vendors and consultants in the monitoring, maintenance and optimisation of network traffic, LAN, WAN, Wi-Fi and internet connectivity.

·        Troubleshoot all connectivity and internal technical problems, keeping the concerned parties informed of status and resolution.

·        Monitor the performance and availability of servers, network equipment and critical systems, and report anomalies promptly.

·        Support the maintenance of structured cabling, switches, routers, firewalls, access points and UPS equipment, in coordination with service providers.

 

o   User and Systems Administration

·        Create, modify and deactivate user accounts, email accounts and access rights in accordance with company policies and the joiner/mover/leaver process.

·        Prepare and configure IT equipment and system access for new employees, and ensure the timely recovery of equipment and revocation of access upon employee exit.

·        Administer email, file-sharing and collaboration platforms, ensuring appropriate access controls and mailbox management.

 

o   Security, Data Protection and Backup

·        Ensure that data backups are performed, monitored and periodically tested in accordance with company requirements, and provide support to, or inform, concerned parties in case of issues.

·        Safeguard the security of passwords, confidential files and sensitive company information.

·        Establish, maintain and enforce IT security policies, including endpoint protection, antivirus, patching and access management.

·        Monitor systems for security threats, viruses and suspicious activity, and take or recommend appropriate corrective action.

·      Support the company’s compliance with the Data Protection Act and related policies, including assisting with technical and organisational measures for the protection of personal data.

·     Monitor and be responsible for the Camera Surveillance Systems (CCTV), ensure their proper functioning and assist the Business Unit Managers in using them in line with applicable policies.

·        Contribute to business continuity and disaster recovery preparedness, including documented recovery procedures for critical systems.

 

o   Documentation and Procedures

·        Prepare and maintain procedure manuals, technical documentation, network diagrams and user guides for internal use.

·        Maintain a reference library including reference manuals, user guides and vendor documentation.

·        Document incidents, resolutions and system changes to build an internal knowledge base.

 

o   Vendor and Project Coordination

·   Establish and maintain effective working relationships with external vendors, consultants and service providers, and follow up on service delivery, SLAs and outstanding issues.

·        Assist in obtaining and comparing quotations for IT purchases and services, in line with company procurement procedures.

·        Work closely with all Emcar departments on IT-related projects, including planning, implementation, testing and user adoption.

 

o   Collaboration and Communication

·        Establish and maintain good relationships with internal customers and other collaborators (internal and external).

·        Establish and maintain good and effective communication / relationships within the department and with other departments.

·        Provide the Management with regular feedback and reports on users’ complaints, queries, recurring issues and the overall status of IT operations.

 

o   Professional Development

·        Maintain awareness of and keep updated with developments in information and communication technology and share findings with the team.

·        Apply knowledge and skills to contribute to superior quality service in IT communications and applications as well as to further development of IT activities.

 

o   Training, Learning & Development

·        Participate in any Learning & Development opportunities offered by the company.

 

o   Others

·        Perform all duties strictly in line with the company’s policies and procedures, and on the designated systems.

·        Perform any other cognate duties as may be assigned by Management.