MDM Systems Administrator

MDM Systems Administrator

We are seeking a Systems Administrator that will primarily focus on troubleshooting Desktop and OS (Windows, macOS, Linux) related issues, and secondary focus on Mobile Device Management platforms (Intune and Jamf) system health. In this role, you will be responsible for diagnosing and resolving technical issues faced by our end-users, ensuring minimal downtime while keeping productivity high. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a passion for delivering outstanding customer service.

Responsibilities:

• Provide frontline support, diagnosis, and troubleshooting for end-users experiencing hardware, business applications and operating system related issues. 
• Be an escalation point for our HelpDesk team when they cannot resolve MDM system or desktop/operating system related issues. 
• Escalate complex issues to senior support staff or third-party vendors as needed, ensuring timely resolution and minimal disruption to business operations.
• Document support incidents within our ITSM platforms (Jira, Service Now) including: symptoms, troubleshooting steps and resolutions.
• Author technical documentation for audiences such as end users and HelpDesk.
• Proactively identify recurring issues and recommend solutions to prevent future occurrences.
• Collaborate with cross-functional teams to implement system upgrades, patches, and security enhancements.
• Stay informed about emerging technologies and industry best practices to continuously improve troubleshooting skills and stay ahead of potential issues.

Qualifications:

• 3+ years of experience in a desktop support or systems administration role.
• Strong understanding of desktop hardware, operating systems (Windows, macOS and Linux), and common business applications.
• Excellent troubleshooting skills with the ability to quickly diagnose and resolve technical issues.
• Experience with MDM platforms (specifically Jamf Pro and Intune)
• Proficiency in remote support tools and ticketing systems.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.

Work Timings: 2pm - 11pm IST