Job Details
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Key Relationships
The IT Systems & Support Administrator is responsible for administering the Microsoft 365 and Windows environment, websites and core software applications, while providing high-quality day-to-day IT support to students, faculty and staff.
The role combines hands-on systems administration with front-line user support, ensuring that accounts, devices, applications and web services are secure, reliable and available for teaching, learning and business operations.
Key Relationships
Reports to: Group IT Manager
Engages With
- Students
- CUQ employees
- Artan Holding group employees and stakeholders
- Ulster University employees
- Internal Contacts
- External Contacts
Duties and Responsibilities
Microsoft 365 & Identity Administration
- * Administer the Microsoft 365 tenant, including the full user lifecycle (joiners, movers and leavers), licences, groups, shared mailboxes and distribution lists for students and staff.
- Manage Microsoft Entra ID accounts, multi-factor authentication, self-service password reset, Conditional Access policies and role-based access.
- Administer Exchange Online, including mailboxes, mail flow rules, spam and phishing quarantine, and retention settings.
- Administer Microsoft Teams, SharePoint Online and OneDrive, including team and site provisioning, permissions, external sharing and storage.
- Enrol and manage devices through Microsoft Intune and Autopilot, including compliance policies, configuration profiles and application deployment.
- Maintain on-premises Windows Server, Active Directory, Group Policy, DNS/DHCP and file shares, and support the migration of users and data to Microsoft cloud services.
- Support Google Workspace for Education accounts and services where in use.
Website & Web Systems Administration
- * Administer the institution’s website(s) and content management system, including content updates, user access, plugin and theme updates, and backups.
- Monitor website availability and performance, and manage SSL certificates, DNS records and domain renewals.
- Configure and support single sign-on (Microsoft Entra ID) and authentication for web applications, student portals and online services.
- Test web systems and applications, document and report bugs, and coordinate fixes with vendors and developers.
- Apply security best practice to web systems, including patching, access control and protection of personal data.
Software & Application Administration
- * Install, configure, license and update academic and administrative software, including the learning management system, student information system, Microsoft 365 apps and specialist academic software.
- Manage user provisioning, roles and enrolment synchronisation for core academic and business applications.
- Package, test and deploy software through Intune and Group Policy, and create and maintain standard desktop images.
- Maintain the software licence inventory, track renewals and ensure licensing compliance.
- Act as the first point of contact with software vendors for support cases, upgrades and change requests.
Student & Staff IT Support
- * Provide first- and second-line IT support to students, faculty and staff through the IT helpdesk ticketing system, meeting agreed response and resolution times.
- Prepare accounts, devices and access for new students and staff at each intake, and deliver IT orientation sessions.
- Support desktops, laptops, macOS, iOS and Android devices, printers, IP telephones and access control devices.
- Install, maintain and support classroom technology and AV equipment, including projectors, interactive whiteboards and touch-screen displays, and ensure rooms are ready for teaching, exams and events.
- Produce user guides and knowledge-base articles, identify training needs and deliver IT training to students and staff.
Infrastructure, Security & Projects
- * Support LAN, Wi-Fi and network troubleshooting in coordination with the network team and suppliers.
- Monitor and test backups of Microsoft 365 and server data, and support disaster recovery procedures.
- Support information security and data privacy compliance, including access reviews, phishing awareness and adherence to Qatar’s Personal Data Privacy Protection Law.
- Maintain accurate documentation of IT assets, configurations and procedures.
- Assist in planning and delivering IT projects, including cloud migration, new installations and system upgrades.
- Keep up to date with new technologies and recommend improvements to systems and services.
General
- * The post holder will be expected to undertake other duties as appropriate and as requested by his/her manager.
Skills
- * Strong hands-on administration of Microsoft 365 (Entra ID, Exchange Online, Teams, SharePoint, OneDrive) and Microsoft Intune.
- Administration of Windows Server, Active Directory, Group Policy, DNS and DHCP.
- Website and CMS administration, including DNS, SSL certificates and single sign-on/authentication concepts.
- Software deployment, application administration and licence management.
- Support of Windows, macOS, iOS and Android devices, peripherals and classroom AV technology.
- Networking fundamentals: TCP/IP, LAN, Wi-Fi and network troubleshooting.
- PowerShell scripting for automation (desirable).
- Excellent customer service, with the ability to explain technical issues clearly to students, teachers and non-technical staff.
- Clear documentation, testing and bug-reporting skills.
- Strong ownership of issues, prioritisation and time management.
- Flexible, adaptable and willing to support events and urgent issues when required.
Qualifications
- * Bachelor’s Degree in Computing or an IT-related field, or an equivalent combination of technical qualifications and extensive relevant experience.
- Microsoft certifications such as Microsoft 365 Administrator (MS-102), Endpoint Administrator (MD-102) or MCSA/MCSE would be preferred.
- ITIL Foundation would be an advantage.
Experience
- * Minimum five years’ experience in IT support and systems administration, including at least two years administering Microsoft 365 / Microsoft server environments.
- Experience of working in an educational environment (school, college or university) is strongly preferred.
- Experience administering websites, web applications and user authentication/access.
- Experience administering academic or business software applications and supporting software deployments.
- Experience installing and supporting classroom technology such as interactive whiteboards, touch-screen displays and projectors.
- Knowledge of Google Workspace for Education.
- Willingness to complete safeguarding, child protection and background checks as required.
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