Job Description

Job Summary

The Sr Administrator for Support & Operations plays a crucial role in providing advanced technical support and ensuring the security integrity of systems. This position focuses on troubleshooting complex incidents, performing root cause analyses, and implementing effective solutions to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Maintaining Compliance With Company Policies In Fortinet And Perimeter Security Operations.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Executing Root Cause Analysis And Implementing Solutions To Resolve Technical And Security Issues Effectively.
3. Contribute To 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 Other 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 Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Fortinet And Perimeter Security Operations.
2. Strong Analytical And Troubleshooting Skills For Complex Technical Issues.
3. Excellent Communication Skills To Facilitate Training And Support Collaboration.
4. Familiarity With Ticketing Systems And It Service Management Processes.

Other Requirements

1. Optional But Valuable Certifications: Fortinet Certified Network Security Administrator (Fcnsa), Fortinet Certified Network Security Professional (Fcnsp)