Job Description

Job Summary

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support and operational excellence for Cisco Voice systems. This position is essential in ensuring customer satisfaction through effective troubleshooting, root cause analysis, and the implementation of long-term solutions. The role emphasizes collaboration, knowledge sharing, and adherence to quality standards to enhance the overall service delivery.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Cisco Voice Operations And Support.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, And Proactively Mitigating Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Cisco Voice Technologies And Systems.
2. Strong Troubleshooting And Problem-Solving Skills In A Support Environment.
3. Solid Understanding Of Operational Procedures And Quality Assurance Standards.
4. Proficiency In Root Cause Analysis And Implementing Corrective Actions.
5. Excellent Communication And Interpersonal Skills For Effective Collaboration And Customer Interactions.

Other Requirements

1. Optional But Valuable: Cisco Certified Network Associate (Ccna) Voice Or Cisco Certified Network Professional (Ccnp) Collaboration.
2. Optional But Valuable: Itil Foundation Certification