Job Description

Job Summary

As a Senior Administrator in Support & Operations, you will play a vital role in delivering advanced technical support and operational excellence. Your expertise in hardware break fix solutions will be instrumental in troubleshooting complex incidents, performing root cause analyses, and implementing effective resolutions to enhance customer satisfaction and maintain a robust security posture.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Hardware Break Fix Processes, Ensuring Compliance With Company Policies.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analyses And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Drive Value-Added Activities Such As Updating And Managing The Knowledge Base, Mentoring New Team Members, And Coaching Analysts To Foster A Culture Of Continuous Improvement.
4. Resolve Complex Technical Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Hardware Break Fix Techniques And Tools.
2. Strong Analytical Skills For Effective Troubleshooting And Root Cause Analysis.
3. Familiarity With Itil Practices And Incident Management Frameworks.
4. Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.
5. Ability To Work Independently And Manage Multiple Tasks In A Fast-Paced Environment.

Other Requirements

1. Optional But Valuable Certifications: Comptia A+, Itil Foundation, Or Equivalent Hardware Support Certifications