System Administrator

Wisemonk · India

About the Company

Cutter Group is one of the world’s leading suppliers of virtualized computing

solutions. Our aim is to deliver cutting-edge expertise in providing sustainable,

cost-effective solutions and services that optimize IT infrastructure performance.

Headquartered in the UK with subsidiaries in the Netherlands and Cyprus, we serve

education, government, financial services and other sectors worldwide. Since 2005

we’ve deployed and managed over 40,000 desktops and delivered extensive

virtualized server environments. Our architects and engineers are recognized

experts who support large-scale, complex deployments and offer remote deployment

and management globally.

About the Role

We are looking for a System Engineer with 6+ years of experience who provides

advanced technical support across Cutter Group’s customer environments, with a

focus on infrastructure platforms, virtualization, cloud services, and similar solutions.

Working via the service desk platform, the postholder is responsible for taking

ownership of tickets, maintaining clear and proactive communication with users,

resolving issues wherever possible at first contact, and escalating appropriately

when required. The postholder is expected to deal with incident management and

prevention, service requests, contribute to problem management, and handle

escalations from the team. Operating across diverse customer environments, the

System Engineer plays a key role in maintaining service stability and supporting the

smooth operation of customer infrastructure.

Roles & Responsibilities

• Independently own and resolve complex, high‑impact technical incidents across

infrastructure, cloud, virtualisation, and networking platforms.

• Act as technical lead for major incidents within scope, coordinating investigation,

resolution activities, and communications.

• Make technical decisions on solution design and remediation approaches within the

role’s extended scope.

• Ensure escalations to 3rd Line or vendors are technically validated, complete, and

necessary.

• Drive long‑term service stability by identifying systemic issues and leading

preventative and improvement initiatives.

• Act as a technical point of contact for key or high‑impact customers during complex

incidents or outages.

• Manage vendor escalations to ensure effective technical engagement, timely

progress, and clear communication.

• Review and assure the quality of complex technical work undertaken within the

team.

• Lead the creation of advanced technical documentation, standards, and internal

guidance to improve consistency and reduce repeat incidents.

• Deliver training to less experienced team members to display a measurable

up-skilling of the department.

Role Accountabilities

• Accountable for the technical accuracy, design appropriateness, and outcomes of

complex solutions delivered within the role’s extended scope.

• Accountable for end‑to‑end ownership of major and complex incidents through to

resolution.

• Accountable for ensuring escalations are technically justified, well‑documented,

and aligned with organizational standards.

• Accountable for driving measurable improvements in service stability, incident

reduction, and technical quality.

• Accountable for delivering appropriate and accurate influence on technical practice

and standards within the 2nd Line function.

Note

• Fully remote working model with occasional travel to customer sites or company

meetings.

• Standard working week with flexibility to accommodate customer needs when

required.

• Participation in an evening and/or weekend on-call rota following successful

completion of probation.

• Working hours are 9 a.m. to 6 p.m (Cyprus time)

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