Job Description

Job Summary

The Backbone TAC Services Administrator plays a critical role in ensuring seamless operations and high-quality support within the organization. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and maintain regulatory compliance.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Backbone Tac Services, Ensuring All Operations Align With Company Policies.
2. Provide On-Call Support For Escalated Issues By Utilizing Backbone Tac Services Tools, Conducting Thorough Root Cause Analysis, And Delivering Effective Solutions To Minimize Downtime.
3. Lead Value-Adding Activities By Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Proficiency.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla) By Leveraging Backbone Tac Services Expertise To Diagnose And Troubleshoot Complex Issues Efficiently.
5. Ensure A Positive Customer Experience And Achieve High Customer Satisfaction (Csat) Through First Call Resolution Initiatives And By Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Solid Understanding Of Backbone Tac Services And Operational Support Processes.
2. Proficiency In Troubleshooting And Resolving Technical Issues Independently.
3. Familiarity With Ticketing Systems And Metrics For Tracking Performance Against Slas.
4. Experience In Knowledge Management And Training Methodologies.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification