Job Title: IT Systems Administrator Start Date: ASAP
Department: Operational Support Location: Zejtun-Mt
Reports To: Service Manager Malta Employment: Full-time, Perm
Summary
The role is for a proactive and skilled IT Systems Administrator to support and maintain high-profile IT systems across multiple data centers and customer sites. The role involves managing infrastructure and/or application environments, ensuring system availability, performance, and compliance with internal policies and external standards.
The role will support incident resolution, system monitoring, deployments, and continuous improvement initiatives, as well as for the smooth running and operations of the Public Key Infrastructure (PKI). This role will be working with customer end users, suppliers and the technical teams to meet and exceed SLAs and KPIs together with continuous improvement schemes of both performance and process.
Duties and Responsibilities include the following:
Support, Maintenance & Operations
- Monitor, maintain, and support IT systems, including servers, networks, proprietary and 3rd party applications and tools to ensure security and efficiency throughout the solution.
- Maintain compliance with ITIL practices for incident, event, problem, and change management.
- Incident Management – Resolving / eliminating / reducing reported issues for the supported systems, including request fulfilment, asset management, through the centralized service management system.
- Provide Level 1 and 2 support for both proprietary and 3rd party systems
- Provide level 3 support in the respective areas of expertise
- Liaise with customer end-users to troubleshoot and resolve system issues
- Support internal teams and 3rd parties with extended level 3 investigations
- Support the helpdesk function whenever necessary to meet SLA requirements
- Event Management – Monitor the solution using 3rd party applications, proactively addressing significant events to avoid or reduce the occurrence of incidents
- Problem Management – Support with the root cause analysis and determine both the best course of action for Restorations and Resolutions for incidents, and the resolution of problems.
- Support the operation of the PKI as per ICAO and EIDAS regulations.
- Perform the Trusted Roles in accordance with the TR Procedure and associated Terms of Reference, ensuring compliance with EIDAS and ICAO standards for the holding and management of credentials.
- Maintain IT compliance standards and audit applicable throughout all the system.
- Maintain and test disaster recovery and fail-over procedures
- Maintain scripts and support tools to automate administrative tasks.
- Produce user and system reports and dashboards
Deployments & Change Management
- Change Management – Ensuring changes to live systems are adequately planned, tracked, tested, documented, approved, and audited with appropriate back-out plans.
- Install, configure, and maintain standard hardware and software components for the solution
- Support with the software deployment package lifecycle, ensuring proper planning, deployment, and retirement of live software packages across the solutions.
- Support the team to ensure the system service quality is balanced with security, and systems management requirements.
Stakeholder and Knowledge Management
- Knowledge Management – support with the maintenance of technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video and slide-deck etc. ensuring proper version control is employed in accordance with the latest standards.
- Engaging with suppliers and documenting all technical materials for knowledge sharing.
- Maintain, review and update system configurations and technical system documentation, processes and SOPs.
Other
- Gain sufficient knowledge to be able to troubleshoot system issues.
- Maintain confidentiality and uphold the highest standards of professionalism and service delivery.
- Other duties may be assigned as required.
Focus Areas
The IT administrator role will have a focus area in at least one of the following:
Infrastructure Focus
- Manage and monitor infrastructure components such as Windows Servers, SCCM, VMware, Cisco switches/firewalls, SAN storage ideally DELL SAN, and backup solutions such as Veeam
- Administer network devices, endpoint protection, and monitoring tools such as SolarWinds.
- Support infrastructure upgrades and performance tuning.
- Support data center operations and hardware lifecycle management.
Application Focus
- Deploy, configure, and support enterprise and third-party applications, (biometric systems, card management, SPOC, remote signing etc.).
- Administer databases and application environments, ensuring availability and performance.
- Liaise with customers and vendors to resolve application-related issues.
- Support software lifecycle management, including testing, CAT/UAT, and release coordination.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
- Higher level education in IT or a related degree. Or in the absence of a relevant degree an additional 5 years’ experience in addition to the years of proven experience listed below.
- Certification to support applicable focus area (Desirable)
Education and/or Experience
- Proven 2 years’ experience in IT systems administration, infrastructure or application support in enterprise environments.
- Hands-on Experience in Server and Data Centre Administration. (Desirable)
- Hands-on Experience in Applications, Webservices, Databases. (Desirable)
Language & Computer Skills
- Ability to effectively communicate in the English language, both verbally and in writing.
- Additional European language (Desirable)
- Ability to read and interpret technical journals, specifications, international technical standards, solution documents etc.
- Proficient in using Microsoft Office applications (Word, Excel and Visio)
- Experience with Incident Management through a service management tool
Expectations
- Good customer-facing skills with the ability to adapt communication for diverse audiences.
- Good troubleshooting and root cause analysis skills.
- Skilled in problem-solving and critical thinking.
- Highly motivated, goal-oriented, and effective in fast-paced, result-driven environments.
- Constructively challenges ideas and resolves issues calmly and logically.
- Flexible with work location and hours to meet business needs.
Work Environment
- Employees work in an office environment for most of the role with some work within a data center environment, within a well-ventilated area, and exposed to moderate noise levels in data centers, and earplugs provided if required.
Work Requirements
- On-Call support on rotation depending on team structure for the specific 24×7 service support requirements
- Compliance with all relevant customer and Toppan Security policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
- Use of standard company tools for carrying out respective assigned duties including tools for remote support, asset management, service management, and any other tool used to provide the support and the contracted service. Assisting with the operation and /or maintenance of the tools.
- Must be legally eligible to work in the EU and Internationally and able to achieve security clearance for national-level operations.
- Some travel abroad may be required (implementation, training, FATs, UATs, SATs, CATs, occasional Level 2 support visits etc.) up to 30%.
- Must possess, or be able to acquire, a valid passport and the required VISAs for international travel.
