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- Tasks: Provide top-notch technical support and ensure optimal service delivery for team members.
- Company: GBG is dedicated to enabling safe digital lives for everyone through innovative identity verification technology.
- Benefits: Enjoy a collaborative work environment, opportunities for growth, and a commitment to diversity and inclusion.
- Why this job: Join a mission-driven team focused on making a positive impact in the digital world.
- Qualifications: Experience with ITIL practices, strong troubleshooting skills, and excellent communication abilities are essential.
- Other info: Remote work options available; we value your unique perspective and encourage diverse applicants.
The predicted salary is between 36000 - 60000 £ per year.
About GBG
Enabling safe and rewarding digital lives for genuine people, everywhere
We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience, our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location, or background, genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
IT Support & Operations Team
The role fits within the IT Support & Operations team within Group IT, working to ensure that GBG delivers a world-class experience for our team members globally. The team manages all aspects of Group IT, including support for tools required for daily roles. We aim to provide services that are high quality, high performance, and cost-effective, with a focus on timely responses and excellent customer experience.
Systems Administrator
We are seeking a highly skilled and organized Systems Administrator. This role will ensure that services are available for team members to utilize and that such services are optimal in terms of quality, performance, and cost, while providing a positive and consistent experience.
The Systems Administrator will provide technical expertise, manage processes, and make decisions to support end-user products and services proactively. Responsibilities include communication and escalation, knowledge development, continual service improvement (CSI), maintenance of communication equipment, and support call procedures via JIRA Service Desk.
The role also involves implementing process and performance metrics, and supporting the onboarding of new software and hardware.
What you will do
- Provide excellent customer service to GBG team members.
- Deliver second-line technical support and operations services.
- Maintain and develop a knowledge base to improve issue resolution rates.
- Follow best practices for incident, problem, request, and operational tasks.
- Review and improve IT service delivery continuously.
- Ensure SLA and OLA adherence.
- Communicate proactively with the ITSM team regarding potential issues.
Skills we are looking for
- Experience in developing processes and policies to meet business needs.
- Experience with Intune & Jamf deployment tools.
- Report writing skills.
- Understanding of licensing and compliance.
- Strong troubleshooting skills and technical knowledge.
- Experience providing top-tier customer service and communication.
- Ability to maintain technical documentation and knowledge base.
- Performance-driven with a focus on SLAs and KPIs.
- Proactive, self-starting approach to issue resolution.
- Ability to work independently and within a team.
- Excellent communication skills, both written and verbal.
- Experience with ITIL operational practices.
- Experience with deploying and supporting new technologies.
- Strong organizational skills.
Technical Skills:
- Active Directory
- Exchange / O365 Administration
- Desktop support
- M365 Applications, including Copilot
- Windows 10/11
- Powershell Scripting
- Hardware support
- File/Print services
- Teams Broadcast
- Problem solving
- Mimecast
- Group Policy
- DHCP, DNS
- Azure
- InTune/Jamf
- ITIL V3 and above
Soft Skills:
- Problem-solving and analytical skills.
- Organizational and time-management skills.
- Effective communication and interpersonal skills.
- Team collaboration abilities.
To find out more
We are committed to diversity and inclusion. Please inform your GBG Talent Attraction Partner if you require reasonable adjustments during the interview process.
For more information about our benefits and why GBG is a great place to work, contact us at behired@gbgplc.com. Visit our careers page at gbgplc.com/careers.
Unleash your potential and join our mission to power safe and rewarding digital lives.
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System Administrator / 2nd Line Support (3854) employer: GBG
Contact Detail:
GBG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land System Administrator / 2nd Line Support (3854)
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as Intune and Jamf. Having hands-on experience or even a basic understanding of these deployment tools can set you apart from other candidates.
✨Tip Number 2
Brush up on your ITIL knowledge, especially if you have experience with ITIL V3 and above. Being able to discuss how you've applied ITIL practices in previous roles will demonstrate your capability to improve service delivery.
✨Tip Number 3
Prepare to showcase your problem-solving skills during the interview. Think of specific examples where you've successfully resolved technical issues or improved processes, as this aligns well with the role's focus on continual service improvement.
✨Tip Number 4
Highlight your customer service experience, particularly in a technical support context. Be ready to discuss how you've maintained high levels of communication and support for end-users, as this is crucial for the Systems Administrator role.
We think you need these skills to ace System Administrator / 2nd Line Support (3854)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Systems Administrator role. Focus on your technical skills, such as Active Directory, Exchange/O365 Administration, and troubleshooting abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your commitment to providing excellent customer service. Mention specific experiences where you improved service delivery or resolved complex issues.
Highlight Relevant Skills: In your application, emphasise your experience with tools like Intune and Jamf, as well as your understanding of ITIL practices. This will demonstrate your capability to meet the job requirements effectively.
Showcase Problem-Solving Abilities: Provide examples in your application that illustrate your problem-solving skills and proactive approach to issue resolution. This is crucial for a role that requires maintaining high service standards.
How to prepare for a job interview at GBG
✨Showcase Your Technical Skills
Make sure to highlight your experience with the specific technologies mentioned in the job description, such as Active Directory, Exchange/O365, and Intune. Be prepared to discuss how you've used these tools in previous roles and any challenges you've overcome.
✨Demonstrate Customer Service Excellence
Since the role involves providing second-line support, it's crucial to showcase your customer service skills. Share examples of how you've effectively resolved issues for users and maintained a positive experience, even under pressure.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you had to troubleshoot technical issues or improve service delivery, and be ready to explain your thought process and the outcomes.
✨Emphasise Continuous Improvement Mindset
The role requires a focus on continual service improvement. Be prepared to discuss how you've contributed to process enhancements in previous positions, and share ideas on how you could apply this mindset at GBG.
