Job Description

Job Summary

The Support Administrator for Microsoft VDI Solution/RDSH plays a critical role in ensuring the smooth operation of virtual desktop infrastructures. This position focuses on independently resolving customer tickets, providing on-call support, and conducting root cause analyses to enhance service quality and customer satisfaction.

Key Responsibilities

1. Provide Technical Support For Microsoft Vdi Solution And Rdsh By Independently Resolving Tickets And Ensuring Adherence To Agreed Slas For Ticket Volume And Response Time.
2. Conduct Root Cause Analysis Of Escalated Issues In Virtual Desktop Environments, Implementing Solutions To Prevent Recurrence And Improve System Reliability.
3. Update And Manage Knowledge Base Articles To Facilitate Continuous Improvement And Streamline Support Processes.
4. Deliver Training And Coaching To New Team Members And Analysts, Enhancing Team Capabilities And Operational Efficiency.
5. Ensure High Levels Of Customer Satisfaction By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Contributing To Overall Csat Metrics.

Skill Requirements

1. Proficient In Microsoft Vdi Solution And Rdsh Technologies.
2. Solid Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Strong Problem-Solving Skills And Analytical Abilities To Conduct Root Cause Analysis.
5. Excellent Communication And Interpersonal Skills To Support And Train Team Members.

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)