IT Systems & Support Administrator (Microsoft 365, Web & Applications)

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.

Reports to: Group IT Manager
Engages with:

• Students
• CUQ employees
• Artan Holding group employees and stakeholders
• Ulster University employees
• Internal Contacts
• External Contacts

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.

• 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.

• 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.

• 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.