Job Description

Job Summary

The Sr. Administrator in Support & Operations plays a pivotal role in delivering advanced technical support and ensuring operational excellence. This position is crucial for troubleshooting complex incidents, performing root cause analysis, and implementing solutions that enhance customer satisfaction and security.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Providing Ms Windows 2000 Administrative Support.
2. Resolve Complex Incidents Escalated By Analysts By Performing Thorough Root Cause Analysis And Implementing Effective Solutions For Technical And Security Issues.
3. Contribute To Knowledge Management By Updating The Knowledge Base, Training New Team Members, And Coaching Analysts On Ms Windows 2000 Best Practices.
4. Address And Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And A Strong Security Posture.
5. Foster 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 Ms Windows 2000 Administration
2. Strong Troubleshooting And Root Cause Analysis Skills
3. Experience In Incident Management And Resolution
4. Familiarity With Knowledge Management Practices
5. Excellent Communication And Collaboration Skills

Other Requirements

1. Optional Certifications: Microsoft Certified: Windows Server Fundamentals, Itil Foundation Certificatio