Systems Administrator

About the role

The Systems Administrator is a core member of Cloud Carib’s Command and Control Centre (C3) service desk. You will deliver high‑quality technical support to clients, handling tickets from initial intake through to resolution while ensuring service excellence.

Key responsibilities

• Accurately triage, categorize, classify, prioritize and assign all service requests.
• Maintain timely communication and documentation with internal and external stakeholders in line with SLAs.
• Continuously review assigned tickets, providing regular updates and ensuring compliance with operational policies.
• Manage the full lifecycle of service requests, from creation to closure, adhering to established SLAs.
• Escalate issues promptly according to the Escalation Policy, including coordination with third‑party vendors when needed.

Required profile

• Minimum 2+ years of experience in a technical support or managed services environment.
• Preferably experience with Service Provider/MSP operations.
• Professionalism and tact when interacting with customers and stakeholders.
• Strong judgment, proactive attitude, and ethical decision‑making.
• Relevant certifications are an advantage.

Required skills

• A+
• Network+
• Security+
• MCP
• ITIL