Systems Administrator at BETSOL

Job Summary The System Administrator will be responsible for the installation, configuration, maintenance, and support of end-user computing environments and IT infrastructure. This role involves providing Level 2 desktop and system support, ensuring high availability of IT services, managing IT assets, and supporting users during US business hours. The ideal candidate will be proactive, customer-focused, and capable of troubleshooting complex hardware, software, and network-related issues. Core Responsibilities End-User Support & Operations • Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware. • Provide technical support for desktops, laptops, printers, scanners, and other end-user devices. • Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests. • Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions. • Deliver timely resolution while maintaining high customer satisfaction during US business hours.Ticket & Service Management • Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms. • Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures. • Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes. • Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.System & Software Administration • Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops. • Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools. • Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses. • Configure user profiles, email accounts, and basic system policies as required.Network & Connectivity Support • Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues. • Configure and support network and local printers. • Coordinate with network and security teams for escalations related to infrastructure issues.Asset, Inventory & Lifecycle Management • Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal. • Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc. • Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares. • Support e-waste management and e-recycling activities in compliance with company policies.User Lifecycle Management • Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery. • Ensure data security and compliance during employee exits by following standard IT procedures.Compliance, Documentation & Continuous Improvement • Follow IT policies, security standards, and compliance requirements. • Create and update technical documentation, SOPs, and knowledge base articles. • Proactively identify opportunities to improve processes, automation, and service delivery. • Collaborate with cross-functional IT teams for projects, upgrades, and rollouts.