Job Description

Job Summary

The SCCM Administrator plays a crucial role in ensuring efficient support and operations within the organization. This position is responsible for independently resolving technical tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction. The role requires a solid understanding of SCCM to manage system configurations and deliver effective solutions.

Key Responsibilities

1. Ensure Compliance With Quality Standards, Regulatory Requirements, And Company Policies While Managing Sccm Configurations And Deployments.
2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis And Implementing Effective Solutions To Restore Services Promptly.
3. Contribute To Value-Adding Activities, Including Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Sccm Best Practices.
4. Independently Resolve Technical Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Ensuring Efficient Operations.
5. Enhance Customer Experience And Customer Satisfaction (Csat) By Achieving First Call Resolution Goals And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Sccm For System Configuration And Management.
2. Strong Analytical Skills For Effective Root Cause Analysis And Troubleshooting.
3. Proficiency In Ticketing Systems And Adherence To Sla Requirements.
4. Solid Understanding Of It Support Processes And Customer Service Principles.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Azure Administrator Associate