Systems Admin

Nigel Frank International

System Admin-3-6 month contact- once a week onsite in Berkshire -(£250-£300 per day) Outside IR35

Technical Duties:

  • Assist other team members with escalated cases or operational issues.
  • Maintain / upgrade internal systems.
  • Internal & client network and systems diagnostics.
  • Deploy system patches in accordance to defined SOPs.
  • Responsible for implementing, tuning, and maintaining server environments.
  • Actively seek out opportunities to improve existing practices, procedures, and technology implementations.
  • Deploy security/bug fixes to VM hosts and perform any other planned maintenance activities on an established cycle.
  • Maintain awareness of VMware or Hyper-V software patches and their impact on the environment.
  • Consult with clients regarding their infrastructure and best practices to meet business needs.
  • Issue problem, change, and request tickets when necessary for both Infrastructure and customer environments.
  • When appropriate, escalate issues quickly and efficiently to solve problems.
  • Other tasks as appropriate.

Operational Duties (Recurring Expectations):

  • Implement projects while following Tigunia standards.
  • Provide active feedback and insight if above stated standards should be changed.
  • Work with TAMs/PMs to ensure expectations are communicated to clients.
  • Aid all members who require it as needed in completing tasks.
  • Provide training to all members who require it as needed.
  • Continuous learning and development of technical skills.
  • Proper documentation of all work in IT Glue.
  • Enter all phone calls or emails into the case management system for each case actioned.
  • Enter time for each actioned case or project task daily.
  • Respond to owned cases within applicable SLA in accordance with department procedures.
  • Follow up on all assigned cases daily (unless in a status indicating a wait).
  • Document inbound support requests with the CMS (Case Management System) in detail before escalating to higher resource.
  • Use CRM home dashboard to ensure assigned case and project workload is getting actioned.
  • Ensure clients are consistently communicated through cases on a regular basis.
  • Availability and responsiveness when participating in an on-call rotation.
  • Must work some holidays and have the flexibility to work extra shifts as required by management.
  • Perform written and verbal turnover of open issues/upcoming maintenance at the end of each on-call shift.
  • Other duties as assigned.

Measurable Targets (KPIs):

  • Response Time SLA success average above 90% for all owned cases.
  • Case closure rate before 5 business days of 80%.
  • Maintain target 75% of time weekly allocated to client billable work, with minimum 50%.
  • Quality of client communications (individually measured).
  • Quality and accuracy of case classifications.
  • Quality of case resolutions and resolution notes.
  • Prompt feedback and notes on all project engagements.
  • Measurable contribution (To be determined monthly) to LMS and ITG documentation and training systems monthly.
  • Team Lead feedback pertaining to other objectives related service area targets (such as project completion, timelines, budgets, support escalations, or other defined expectations).

Learning and Skill Objectives:

  • Familiarity with all Tigunia tools.
  • Familiarity to admin and install from scratch: ADDS, AAD, O365 Exchange, RDS Collections, BC/NAV Instances, MSSQL, IIS.
  • MCSA or equivalent (Tentative AZ-104).
  • Network+ or equivalent.
  • Security+.
  • AZ-100.

Contact Name: Sami Ali
Job ID:


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