Job Title IT Systems Administrator Reports To Senior IT Manager Department Information Technology (IT) To provide advanced technical support, systems management, and infrastructure administration across the organisation’s IT environment. The IT Systems Administrator is responsible for maintaining core systems such as servers, storage, networking, and cloud services, ensuring security, performance, and resilience. This role also supports escalated incidents, manages system updates and changes, and contributes to IT projects that enhance organisational capability. 1. IT Support & Helpdesk Management • Provide 2nd/3rd line support for escalated incidents and service requests. • Monitor and optimise system performance across servers, storage, and networks. • Ensure service requests are resolved within agreed SLAs. 2. User Account & Access Administration • Manage Active Directory, Group Policy, and Exchange/Entra configurations. • Administer Office 365, Intune, and Defender policies. • Oversee user provisioning processes and enforce security policies. 3. Hardware & Software Provisioning • Deploy and manage virtual servers, storage arrays, and clustered environments. • Apply system updates, patches, and configuration changes. • Maintain system monitoring, backups, and disaster recovery solutions. 4. Operational Support • Maintain core IT infrastructure including servers, storage, networking, and firewalls. • Assist with project deployments, system migrations, and upgrades. • Liaise with external suppliers and vendors for advanced support contracts. 5. Communication and Escalation • Provide clear technical documentation for infrastructure and processes. • Advise the Senior IT Manager on system risks, capacity, and improvements. • Collaborate with stakeholders during IT projects and change implementations. 6. General Duties • Ensure compliance with IT policies, licensing, and security standards. • Manage monitoring tools, logs, and reporting dashboards. • Support capacity planning and contribute to IT strategy. Cerebra – Working wonders for children with brain conditions Page 1 of 2 Criteria Essential Desirable Technical knowledge and experience IT skills and qualifications Strong experience in server, storage, networking, and virtualisation technologies (VMware, SAN/NAS, 10Gbps networking, firewalls) Strong knowledge of Microsoft environments (AD, GPO, Exchange hybrid, SQL, MECM/WSUS) Experience with monitoring, backups, disaster recovery, and security tools Relevant professional certifications (VMware VCP, Microsoft, CompTIA Server+/Network+) or equivalent experience Proven ability to manage complex infrastructure Experience working in a charity or not-for-profit IT environment Experience with hybrid cloud (Azure/Entra/Intune/Defender) Advanced certifications (e.g. VCP, MCSE, Azure) Problem solving and decision making Ability to diagnose and resolve complex technical issues Communication and interpersonal skills Ability to document and explain complex systems clearly Organisation and time management Able to manage multiple projects and competing priorities Understanding of ITIL and change management frameworks Ability to identify recurring issues and suggest improvements Experience managing suppliers and external contractors Teamwork and collaboration Ability to collaborate with senior leadership and external vendors Willingness to mentor junior team members Flexibility and attitude Proactive approach to continuous improvement and security best practice Willingness to work flexible hours during maintenance windows Other requirements Commitment to confidentiality, data protection, and compliance frameworks First Aid qualification (or willingness to train) Date Reviewed: September 2025 Cerebra – Working wonders for children with brain conditions Page 2 of 2
Job Title IT Support Administrator Reports To Senior IT Manager Department Information Technology (IT) To provide first-line technical support across the organisation, ensuring timely resolution of IT service requests and incidents. The IT Support Administrator will manage the helpdesk system, respond to support tickets, and deliver effective assistance across a range of hardware, software, and user account issues. This role plays a key part in maintaining the day-to-day IT operations and supporting staff in achieving their goals through reliable technology services. 1. IT Support & Helpdesk Management • Monitor and triage incoming helpdesk tickets, ensuring issues are logged, prioritised, and responded to in a timely and professional manner. • Provide first-line support for staff across the organisation, including troubleshooting of hardware, software, email, login, VPN, and connectivity issues. • Escalate complex issues to the Senior IT Manager or relevant external partners where appropriate. • Maintain clear and accurate documentation of support actions and resolutions within the helpdesk system. 2. User Account & Access Administration • Create, configure, and maintain user accounts in Active Directory, Microsoft Exchange, Office 365, and other systems as required. • Support onboarding and offboarding processes, including account setup, permission assignment, and device deployment. • Ensure access rights are granted appropriately and in line with organisational policies. 3. Hardware & Software Provisioning • Prepare and configure IT equipment for staff, including desktops, laptops, mobile devices, and • peripherals. Install and maintain standard software packages and ensure systems are kept up to date with relevant patches and security updates. • Coordinate the deployment of equipment to local and remote staff as needed. 4. Operational Support • Provide on-site technical support and occasional phone cover at the Head Office. • Maintain a tidy and organised IT workspace and storage area, ensuring equipment is logged, asset registered, and securely stored. • Assist with maintaining inventory of IT assets, including hardware lifecycle tracking. Cerebra – Working wonders for children with brain conditions Page 1 of 3 5. Communication and Escalation • Keep the Senior IT Manager informed of significant incidents, recurring issues, or potential risks. • Maintain clear, professional communication with colleagues and external suppliers or support providers. 6. General Duties • Operate independently in the day-to-day administration of IT tasks and responsibilities. • Provide first aid cover at HQ if qualified and required. • Undertake any other duties as reasonably requested in line with the scope and purpose of the role. Criteria Technical knowledge and experience IT skills and qualifications Problem solving and decision making Communication and interpersonal skills Organisation and time management Essential Experience providing first-line IT support across a range of hardware, software, and systems Knowledge of Windows operating systems, Office 365, and basic networking (IP, DNS, VPN) Experience with helpdesk/ticketing systems Proficient in troubleshooting hardware and software issues Confident installing and configuring operating systems and applications Ability to assess and prioritise multiple support requests Logical and methodical approach to problem solving Clear, professional verbal and written communication skills ability to work collaboratively with other teams Ability to remain calm and helpful under pressure Able to work independently, manage workload, and meet deadlines High attention to detail and record- keeping Desirable Experience working in a charity or not-for-profit IT environment Familiarity with Microsoft Exchange, Active Directory, and Azure AD Experience supporting remote users and cloud-based services IT qualification (e.g. CompTIA A+, Microsoft certifications, or similar) Understanding of ITIL principles or service management frameworks Experience escalating issues appropriately within an IT team structure Experience communicating technical information to non- technical users Experience managing small projects or technical rollouts Cerebra – Working wonders for children with brain conditions Page 2 of 3 Criteria Essential Teamwork and collaboration Willingness to support colleagues and work collaboratively across departments Flexibility and attitude Positive, proactive approach to learning and problem solving Other requirements Commitment to confidentiality and data protection standards Based in HQ, residing within an hour’s travel Date Reviewed: September 2025 Desirable Experience providing IT support in multi-site or hybrid organisations Willingness to occasionally work outside normal hours during critical incidents or updates First Aid qualification (or willingness to train) Cerebra – Working wonders for children with brain conditions Page 3 of 3