System Administrator I

Job description

We are currently looking for a System Administrator 1 to join our team working with our core IT systems and user environment. In this role, you will play a central part in ensuring that [Company Name] achieves its goals in operational uptime and support efficiency by maintaining system health, managing access, and guiding users through seamless technical onboarding and troubleshooting.

Responsibilities

End-User Support & Troubleshooting Provide on-site and remote end-user support (hardware, software, account/workstation setup) via chat, email, and in person, including scheduled visits to Dmart offices for maintenance and upgrades. Log, prioritise, and resolve tickets by business criticality (Jira, ServiceNow), covering networking, printers, and A/V, partnering with the Infrastructure team on larger projects. IT Administration & Asset Management Track IT assets through their full lifecycle and maintain MDM (JAMF, Intune) compliance across enterprise devices.

Support access management (Okta, SailPoint IIQ) and contribute to IT governance and compliance initiatives. Process Improvement & Collaboration Maintain onboarding/offboarding efficiency and IT service KPIs/SLAs. Partner with senior IT team members to improve processes and automation, staying current on emerging tech. AI-Enabled Support & Tooling Use AI assistants (Copilot, Claude, ChatGPT, Gemini) to speed up troubleshooting, draft knowledge-base articles, and summarise recurring issues.

Pilot AI-assisted automations (prompt templates, scripts, no-code tools) to cut manual work in ticketing and onboarding/offboarding, sharing what works with the team.

Qualifications

Minimum of 1 year of experience in IT operations or 1st-level support with hands-on experience managing workstations (Windows & MacOS) and endpoint devices. Strong troubleshooting skills for hardware and enterprise IT software. Ability to work independently and own issues end-to-end. High service orientation and excellent customer service skills. Strong communication skills (verbal & written).