System Administrator (3760)

Gb Group - Atlanta, GA

Full-time

Atlanta, GA

Insurance Carriers and Related Activities

About the position

The Systems Administrator role is part of the IT Support & Operations team within the corporate IT function. This position is responsible for ensuring that IT services are available and optimized for team members, providing technical expertise and support to enhance operational efficiency and customer experience.

Responsibilities

• Provide best in class customer service to team members.
• Deliver 2nd line technical support and operations service to team members.
• Develop and maintain a knowledge base to increase the rate of fix for team members.
• Apply best practice processes for Incident, Problem, Requests, and operational tasks.
• Review and improve the delivery of IT services continuously.
• Ensure SLAs and OLAs are achieved through best practice processes.
• Communicate with the ITSM team to alert them of potential problems.

Requirements

• Accountable for Incident Lifecycle and Request Lifecycle management.
• Achieve Performance SLAs.
• Responsible for communication and escalation processes.
• Improve team and personal knowledge for effective support.
• Contribute to Continual Service Improvement (CSIP).
• Maintain communication equipment across offices.
• Uphold processes & procedures for support calls via JIRA Service Desk.
• Implement process and performance metrics for service acceptance of new software & hardware.

Nice-to-haves

• Experience with ITIL V3 and above.

Benefits

• Equal opportunity employer with a commitment to diversity and inclusion.
• Support for reasonable adjustments in the interview process.