Job Description

Job Summary

The Sr Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction. By adhering to quality standards and collaborating with cross-functional teams, the Sr Administrator ensures a secure and efficient operational environment.

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Vdi Solutions And Rdsh By Diagnosing And Resolving Complex Incidents, Ensuring Rapid Restoration Of Services While Adhering To Quality Standards And Slas.
2. Conduct Thorough Root Cause Analyses Of Escalated Incidents, Implementing Effective Solutions To Mitigate Technical And Security Issues, Thereby Enhancing System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Improve Team Performance.
4. Collaborate With Other Support Teams To Address Complex Tickets, Ensuring Seamless Operations, A Robust Security Posture, And Timely Resolution Of Incidents.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements

1. Advanced Proficiency In Microsoft Vdi Solutions And Rdsh.
2. Strong Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Excellent Problem-Solving Skills And Analytical Thinking.
5. Ability To Communicate Effectively With Technical And Non-Technical Stakeholders.

Other Requirements

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