TELNA

1st Line Systems Administrator
Location: Remote (NA &amp; EU) Department: System Administration Type: Full-Time

Overview
We are seeking a 1st Line Systems Administrator to support day-to-day IT operations across our remote-first environment. This role focuses on frontline administration tasks such as user account creation, access management, basic system troubleshooting, workstation setup, ticket handling, and escalation of more complex issues to senior administrators.
The ideal candidate is technically curious, detail-oriented, and comfortable working across multiple systems. While the role includes some end-user support, this is not a call-centre helpdesk position. The focus is on practical first-line administration, troubleshooting, and maintaining a reliable IT support experience for internal users.
Key ResponsibilitiesFirst-Line Administration &amp; Access Management
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Create, modify, and disable user accounts across company systems in line with onboarding, role-change, and offboarding processes.
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Assist with access requests, permissions, group membership, and basic identity management tasks.
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Support user onboarding by preparing accounts, access, devices, and required applications.
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Ensure access changes are documented and completed according to internal policies and security standards.
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Follow established procedures for routine system administration tasks.
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Troubleshooting &amp; Technical Support
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Provide first-line troubleshooting for common hardware, software, operating system, and connectivity issues.
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Support users with Windows, macOS, and Linux-related issues where required.
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Assist with VPN, remote access, authentication, and basic network connectivity problems.
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Triage technical issues, resolve where possible, and escalate more complex incidents to senior administrators or specialist teams.
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Provide clear updates to users and internal teams through the ticketing system.
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System &amp; Software Support
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Assist with the installation, configuration, and maintenance of operating systems, applications, and standard business tools.
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Help deploy software updates, security patches, and approved system configuration changes.
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Support basic endpoint management tasks, including device setup, software installation, and troubleshooting.
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Maintain accurate records of IT assets, devices, software licenses, and assigned equipment.
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Assist with routine checks and maintenance activities across IT systems.
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Ticketing, Documentation &amp; Process
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Document and manage support requests in the ticketing system, ensuring accurate notes, ownership, and timely follow-up.
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Follow standard operating procedures for common administration and support tasks.
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Create or update internal documentation where gaps are identified.
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Help improve repeatable processes for onboarding, access requests, troubleshooting, and escalation.
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Maintain a high level of accuracy when handling administrative and security-sensitive tasks.
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Collaboration &amp; Continuous Learning
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Work closely with system administrators and other technical teams to resolve incidents and complete operational tasks.
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Escalate issues clearly, including relevant troubleshooting steps and findings.
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Assist with IT projects, system upgrades, and internal improvements under the guidance of senior administrators.
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Stay current with relevant technologies, security practices, and internal tools.
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Develop skills toward broader system administration responsibilities over time.
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Requirements
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1–2 years of experience in IT support, technical operations, helpdesk, or junior system administration.
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Experience with user account administration, access requests, onboarding, and offboarding processes.
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Working knowledge of Windows and macOS; basic Linux knowledge is beneficial.
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Ability to troubleshoot common hardware, software, authentication, VPN, and connectivity issues.
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Familiarity with ticketing systems and IT service management processes.
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Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPNs.
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Strong attention to detail, especially when handling user access and system changes.
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Good written and verbal communication skills.
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Ability to prioritize tasks, manage tickets, and work effectively in a remote environment.
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Willingness to learn and grow into broader system administration responsibilities.
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Preferred Qualifications
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Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
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Exposure to identity and access management tools, endpoint management platforms, or directory services.
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Basic scripting or automation experience is an advantage.
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Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or similar are beneficial but not required.
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Working Conditions
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Fully remote role supporting users and systems across NA and EU time zones.
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Occasional travel may be required.
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Participation in an on-call or escalation rotation may be required to support operational coverage.
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Opportunity
This is a strong opportunity for someone with early IT experience who wants to move beyond traditional helpdesk work and grow into a system administration career. The role offers exposure to real operational tasks, user lifecycle management, troubleshooting, documentation, and collaboration with experienced technical teams in a remote-first environment.