Administrator - IT Support

 

 

• Strong crisis management, self-control, and stress management capabilities.

• Ability to assess, prioritize, and respond effectively to urgent tasks and critical situations.

• Excellent interpersonal and customer service skills with a collaborative mindset.

• Open-minded, professional, and positive attitude with appropriate workplace behavior.

• Ability to adapt effectively and professionally to changing work environments.

• Capability to work under pressure and handle challenging responsibilities.

• Strong written and verbal communication skills in English.

• Expertise in identifying and resolving complex technical issues through advanced technical knowledge, analytical skills, and specialized experience in IT domains such as Wintel, Telecom, Cybersecurity, DBA, or other relevant areas.

• Ability to troubleshoot and resolve issues involving interconnected systems and applications managing large volumes of end-user devices or accounts.

• Sound judgment in determining when to escalate technical issues to higher-level IT support or specialized technical teams.

• Ability to recommend system enhancements and improvements based on recurring incidents and root cause analysis.

 

Job Context

The IT Support Administrator will provide advanced technical administration and support for global enterprise platforms, with a primary focus on user and endpoint management. The role is responsible for maintaining the reliability, security, and optimal performance of IT services that support business operations and enhance the end-user experience. Operating across international regions, the position contributes to global IT standardization, process improvement, automation, and knowledge sharing. As a senior technical resource, the administrator serves as a key escalation point and drives continuous service improvement in accordance with global IT standards and security policies.

Key Responsibilities

- Global End User Administration:

• Manage and administer global IT tools and platforms supporting desktops, laptops, mobile devices, user accounts, and ticketing systems across all regions.

• Ensure IT administration solutions are standardized, scalable, and aligned with global operational requirements.

• Develop, maintain, and update technical documentation covering known issues, troubleshooting procedures, and resolutions for worldwide use.

• Deliver training and knowledge-sharing sessions to Level 1 and Level 2 support teams globally to promote consistent support practices.

- Global Advanced Technical Support (Global Level 3):

• Resolve escalated technical incidents from Tier 2 support teams across international regions.

• Handle complex troubleshooting cases requiring advanced technical knowledge, specialized access, or elevated privileges.

• Serve as the final escalation authority for unresolved global IT issues.

• Apply comprehensive knowledge of Gildan's global IT infrastructure to ensure consistent, efficient, and effective incident resolution.

- Global IT Support Projects:

• Lead and contribute to the planning, development, and implementation of global IT support initiatives.

• Drive projects aimed at improving IT services, support capabilities, and infrastructure across all regions.

• Collaborate with international cross-functional teams to introduce new technologies, tools, and operational processes.

• Ensure project execution aligns with global IT strategies, business requirements, and operational standards.

- Global Process Standardization and Automation:

• Identify, develop, and standardize IT lifecycle processes across regions to maintain operational consistency.

• Create and maintain globally accessible documentation for recurring technical issues and their solutions.

• Evaluate advanced automation technologies suitable for global IT operations.

• Integrate automation solutions into existing systems to improve productivity, scalability, and operational efficiency.

- Global Analysis, Prevention, and Prediction:

• Analyze device performance, usage patterns, and recurring technical issues across global locations to identify and resolve underlying problems.

• Conduct comprehensive root cause analysis to prevent recurring incidents and improve system reliability.

• Utilize global ticketing system data to identify trends, anticipate potential issues, and implement proactive preventive measures.

• Drive continuous improvements in IT support processes and overall system performance across all regions.