System Administrator & Technical Support Specialist

Role Summary

Responsible for the day-to-day administration of the organization's Microsoft 365 and Microsoft Azure environments, delivering responsive technical support to end users, and managing the full lifecycle of IT incidents and service requests through Jira Service Management (JSM). The role ensures system availability, security, and compliance while operating to defined SLA standards across the business.

Key Responsibilities

Microsoft 365 Administration

• Administer Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, and the M365 admin center.
• Manage the user lifecycle: provisioning, licensing, mailbox configuration, distribution and security groups.
• Configure and maintain Microsoft Entra ID (Azure AD): users, groups, Conditional Access, MFA, and SSO.
• Administer Microsoft Intune: device enrollment, compliance, and configuration policies.
• Apply security and compliance controls — DLP, retention, Defender for Office 365, and Secure Score remediation.

Microsoft Azure Administration

• Manage Azure resources: virtual machines, storage, networking (VNet, NSG), and resource groups.
• Monitor resource health, performance, and cost; configure alerts and drive optimization.
• Administer RBAC, identity, and access management across subscriptions.
• Support backup, recovery, and business-continuity for cloud workloads.
• Maintain documentation of cloud architecture and configuration baselines.

Technical Support / Service Desk

• Provide first- and second-line support for hardware, software, network, and connectivity issues.
• Manage endpoints: Windows desktops/laptops, peripherals, and mobile devices.
• Handle onboarding/offboarding: account setup, equipment provisioning, and access deprovisioning.
• Create and maintain knowledge base articles and end-user guides.

Jira Service Management (JSM)

• Manage the ticket lifecycle: triage, prioritize, assign, resolve, and close incidents and service requests.
• Operate within SLA targets; monitor queues and escalate in line with defined workflows.
• Maintain request types, queues, automation rules, and the service catalog (in coordination with the Jira administrator).
• Track and report on ticket metrics — volume, resolution time, SLA compliance, and CSAT.
• Contribute to continuous improvement of support workflows and self-service deflection.

Security \& Governance

• Enforce IT policies, change management, and access-governance procedures.
• Support internal and external audits; maintain configuration and compliance records.
• Apply patching and vulnerability remediation across endpoints and servers.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in system administration and technical support.
• Hands-on Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID).
• Hands-on Microsoft Azure administration (IaaS, networking, identity).
• Demonstrated experience managing tickets in Jira Service Management (or an equivalent ITSM platform).
• Strong knowledge of Windows Server, Active Directory, and networking fundamentals.
• Working understanding of ITIL service-management practices.

Preferred Certifications

• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• ITIL 4 Foundation
• Atlassian / Jira Service Management certification

Core Competencies

• Strong troubleshooting and analytical skills.
• Customer-service orientation with clear written and verbal communication.
• Ability to prioritize across competing requests under SLA pressure.
• Documentation discipline and attention to detail.
• Bilingual English / Arabic preferred.