Job Description

Job Summary

As a Senior Administrator specializing in VMware Workspace ONE, you will play a critical role in providing advanced technical support and operational excellence. Your expertise will drive the resolution of complex incidents, enhance customer satisfaction, and ensure adherence to quality standards. This position is vital to maintaining a secure and efficient operational environment, directly impacting customer experience and business outcomes.

Key Responsibilities

1. Provide Advanced Technical Support For Vmware Workspace One By Troubleshooting Complex Incidents, Performing Root Cause Analysis, And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Teams To Ensure Seamless Operations, Adhering To Quality Standards And Regulatory Requirements While Managing Complex Ticket Resolutions Within Agreed Slas.
3. Drive Value-Adding Initiatives Such As Knowledge Base Updates And Management, Providing Training And Coaching To Junior Analysts To Enhance Team Performance And Knowledge Sharing.
4. Monitor And Improve Customer Experience Metrics, Ensuring High Levels Of Customer Satisfaction (Csat) Through Effective First Call Resolution And Minimizing Case Reopens.
5. Mitigate Security Threats By Implementing Proactive Measures And Collaborating With Other Support Teams To Enhance The Overall Security Posture Of The Organization.

Skill Requirements

1. In-Depth Knowledge Of Vmware Workspace One And Related Technologies.
2. Solid Troubleshooting Skills And Experience In Root Cause Analysis For Complex Technical Issues.
3. Proficiency In Incident Management And Adherence To Slas.
4. Strong Communication Skills To Facilitate Training And Knowledge Sharing Among Team Members.
5. Excellent Problem-Solving Abilities And Capacity To Enhance Customer Satisfaction.

Other Requirements

1. Vmware Certified Professional (Vcp) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable