System Administrator – Level 1

System Administrator – Level 1 Job Description Template

Our company is looking for a System Administrator – Level 1 to join our team.


  • Escalate level 2 issues to higher levels System Administrators within the support team as required;
  • Manage and update customer tickets by recording details of events, keeping the customer up-to-date on problem resolution;
  • Collect and document customer issues, performs initial troubleshooting, and escalates to the SA II as needed;
  • Continue to deliver best practice solutions,
  • To take the problems and issues with basic scope;
  • Create tickets using Fusion and take appropriate actions as per guidelines;
  • Exercises judgment using procedures and practices to determine appropriate course of action;
  • Troubleshoots and analyze cause of performance problems within guidelines;
  • Interpret technical instructions;
  • Work closely with Level 2 System Administrators to obtain or to provide assistance with network problems;
  • Communicate with the customer with excellent service.


  • Strong Organizational, prioritization, and multi-tasking skills;
  • Excellent phone etiquette and presence;
  • Evening, Weekend, and Holiday scheduling required;
  • Sense of fun and play and enjoy a fast paced dynamic environment;
  • Good listening skills;
  • Ability to work independently, without direct supervision;
  • Experience and understanding of UNIX or Windows file system and structure is a bonus;
  • Ability to properly articulate ideas, suggestions, and provide positive/constructive feedback;
  • Excellent time management; ability to prioritize and complete projects on time and on budget;
  • Flexibility to rotate between different shifts and work additional shifts on short notice;
  • Customer obsessed with an understanding of the customer experience journey;
  • Willingness to work with team members or group to achieve common goals;
  • Ability to work under pressure;
  • Essential – 1 – 2 years experience with Linux;
  • Essential – Bilingual (french and english).