Job Summary

Active Directory Administration

• Manage and support Active Directory Domain Services (AD DS) infrastructure
• Configure and maintain:
  • Domain Controllers, Sites & Services
  • DNS, replication, and trust relationships
• Create and manage:
  • Users, groups, OUs, and service accounts
• Implement and manage Group Policies (GPOs) for security and compliance
• Monitor AD health, replication, and performance
• Perform AD audits, access reviews, and compliance checks
• Support AD migrations, upgrades.

PKI / ADCS Administration

• Design and manage PKI infrastructure (Microsoft ADCS)
• Configure:
  • Root CA, Subordinate CA, Certificate Templates
• Manage certificate lifecycle:
  • Issuance, renewal, and revocation
• Implement certificate-based authentication (e.g., smart cards, SSL/TLS)
• Troubleshoot certificate chain, CRL, and trust issues
• Ensure security of private keys and certificate authorities
• Implement auto-enrollment and certificate policies

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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