Job Description

Job Summary

The Senior Support Administrator plays a critical role in ensuring the smooth operation of Azure Active Directory services. This position focuses on providing advanced technical support, troubleshooting complex issues, and conducting root cause analyses to enhance customer satisfaction and maintain a robust security posture.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Azure Active Directory Management To Ensure Compliance And Security.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues In Azure Environments.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, And Deliver Training And Coaching To New Analysts To Enhance Their Capabilities In Azure Active Directory Support.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Strong Security Posture In Azure Active Directory.
5. Enhance Customer Experience And Satisfaction By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions, And Effectively Mitigating Security Threats Within Azure Active Directory.

Skill Requirements

1. Advanced Proficiency In Azure Active Directory Management And Troubleshooting.
2. Strong Analytical Skills With The Ability To Perform Root Cause Analysis On Complex Incidents.
3. Excellent Communication And Interpersonal Skills For Customer Interactions And Team Collaboration.
4. Familiarity With Regulatory Compliance And Quality Standards Applicable To It Support Operations.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Azure Security Engineer Associate