Job Description

Job Summary

The Senior Administrator in Support and Operations is pivotal in delivering advanced technical support and ensuring optimal operational efficiency. This role focuses on troubleshooting complex issues, conducting root cause analyses, and driving initiatives that enhance customer satisfaction and security compliance. The Senior Administrator plays a crucial role in maintaining high-quality service standards while fostering a collaborative environment.

Key Responsibilities

1. Provide Advanced Technical Support By Leveraging Global Account Management And Windows Pc Expertise To Troubleshoot And Resolve Complex Incidents, Ensuring Timely Solutions And Adherence To Quality Standards.
2. Conduct Thorough Root Cause Analyses For Escalated Incidents, Implementing Effective Solutions To Address Underlying Technical And Security Issues.
3. Drive Value-Added Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
5. Enhance Customer Experience And Maintain High Csat Scores Through First Call Resolution, Minimizing Case Rejections And Reopens, While Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Global Account Management And Windows Pc Support
2. Strong Understanding Of Access Management Services And Security Protocols
3. Excellent Problem-Solving Skills With The Ability To Analyze Complex Technical Issues
4. Strong Communication And Interpersonal Skills To Facilitate Training And Collaboration

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Microsoft Certified: Azure Fundamentals (Optional But Valuable