Job Description

Job Summary

The Sr. Support Administrator plays a crucial role in ensuring the seamless operation of security measures and technical support. This position is responsible for troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions, all while adhering to quality standards and regulatory requirements. By focusing on customer satisfaction and operational excellence, the role significantly contributes to the organization's overall security posture and client relationships.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Nessus And Vapt Tools To Troubleshoot And Resolve Complex Security Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Detailed Root Cause Analysis On Escalated Incidents And Implement Robust Solutions To Address Technical And Security Issues, Enhancing The Overall Support Process.
3. Contribute To Knowledge Management By Updating The Knowledge Base And Conducting Training Sessions For New Team Members, Fostering A Culture Of Continuous Improvement.
4. Resolve Complex Support Tickets Within Agreed Slas While Collaborating With Cross-Functional Teams To Maintain Operational Efficiency And Strengthen Security Measures.
5. Ensure High Levels Of Customer Satisfaction And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Nessus And Vapt Tools For Vulnerability Assessment And Penetration Testing.
2. Strong Analytical And Problem-Solving Skills With The Ability To Perform Root Cause Analysis.
3. Excellent Communication Skills To Effectively Convey Technical Concepts To Non-Technical Stakeholders.
4. Familiarity With Quality Standards And Regulatory Compliance In The Support Operations Domain.

Other Requirements

1. Optional But Valuable Certifications: Certified Ethical Hacker (Ceh), Offensive Security Certified Professional (Oscp)