Desktop Systems Administrator I | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

The Desktop Support Administrator is responsible for managing desktop-related support issues for the Porto office and remote users across Europe. The role interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. The Desktop Support Administrator is integral to smooth operations of the IT Service Desk and must wear many hats to be successful. The position will require off-hours support, with occasional weekends and evenings as necessary.

Major Responsibilities:

• Serve as the escalation point of contact for resolving desktop and laptop-related issues in a 1,000+ user enterprise.
• Respond to Service Desk calls, walk-ups, incidents, and tasks, following internal procedures and escalation processes through our ticketing system.
• Administer and support enterprise-level solutions for managing computing devices within the Five9 global organization.
• Troubleshoot, research, diagnose, document, and resolve technical issues related to the client compute environment and infrastructure in a timely manner.
• Provide technical support to Five9 employees for issues related to information technology, including but not limited to Apple, Microsoft, VPNs, and mobile devices, covering desktops, laptops, communication devices, and network services for both local and remote employees.
• Serve as the on-site 'smart hands' for Five9 Corporate IT Infrastructure teams, assisting with instruction-led tasks such as TelCo closet troubleshooting, equipment racking, and network routing.
• Perform installations, configurations, upgrades, basic repairs, and troubleshooting of laptops, desktops, and workstations, resolving hardware, software, and network issues ranging from minor to major.
• Assist in identifying resolution gaps at the Service Desk, including those related to standard operating procedures and customer service guidelines for IT support.
• Document and maintain hardware management lifecycle.
• Participate in developing documents, implement standard operating procedures and customer service guidelines relating to remote IT support.
• Assist with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support.
• Maintain password security, data integrity and file system security for the corporate desktop environment.
• Support and troubleshooting of printers, copiers and fax machines.
• Assist in coordinating and performing office moves, add and changes.
• Performs other related duties as assigned.

Requirements:

• Minimum of 2 years of enterprise-level desktop support experience, including the use, provisioning, and management of services such as Jamf and Intune.
• Experience supporting enterprise applications such as Microsoft Office, Zoom, Slack, and Okta. 
• Hands-on experience with using and supporting macOS and Windows devices.
• Experience with Active Directory user, group, and policy administration.
• Experience with scripting (PowerShell or another) is valued.
• Experience working with cloud environments or SaaS applications is a plus.
• Experience with mobile devices, such as iPhones, iPads, and Androids, is a plus.
• Excellent written and verbal communication skills in English, with a focus on technical and instruction-oriented writing, and the ability to clearly explain complex concepts over the phone, in person, and in writing.
• Ability to deliver exceptional customer service through both in-person and remote technical support.
• Experience using various device management tools, including configuration and security management.
• Understanding of general wired and wireless network concepts and protocols.
• Experience creating technical knowledge and process documentation.
• Ability to learn quickly and adapt to a changing environment and eager to accept new responsibilities.
• Strong problem-solving skills and the ability to develop creative solutions are valuable.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays

Expert Career Tips for Desktop Systems Administrator I Roles

To succeed in a competitive market as a Desktop Systems Administrator I, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Desktop Systems Administrator I requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Desktop Systems Administrator I position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.