IT Support Administrator

Role Purpose

The IT Support Administrator manages IT systems administration tasks alongside end-user support at Omilia, taking ownership of platform configurations, access management, and systems health monitoring. The role bridges IT support delivery with IT administration responsibilities, ensuring both end-user needs and back-end IT systems are maintained to a high standard.

Accountabilities

• Owns assigned IT systems administration tasks including user account management, access provisioning, and SaaS platform configuration.
• Accountable for resolving IT support requests within SLA and maintaining accurate IT documentation.
• Responsible for systems health monitoring, patch compliance, and endpoint security within assigned scope.
• Contributes to IT process documentation and continuous improvement of IT operations workflows.

Key Responsibilities

• Administer identity and access management systems: user account creation, SSO configuration, and access reviews.
• Manage SaaS application administration including Google Workspace, Microsoft 365, Okta, and collaboration tools.
• Handle IT support escalations from Tier-1 and manage complex hardware/software troubleshooting.
• Monitor IT systems health, apply patches, and ensure endpoint compliance with Omilia's security policies.
• Manage IT asset lifecycle: procurement tracking, provisioning, maintenance, and disposal.
• Design and maintain IT operations runbooks, onboarding/offboarding procedures, and knowledge base articles.
• Support IT security audits and contribute to compliance evidence collection.
• Collaborate with IT Support Engineers on escalated tickets and process improvement initiatives.