Job Description

Job Summary

The Senior Administrator for Support & Operations plays a critical role in delivering advanced technical support and troubleshooting services for Microsoft ecosystems. This position is pivotal in ensuring optimal system performance, enhancing customer satisfaction, and maintaining security compliance through effective root cause analysis and incident resolution.

Key Responsibilities

1. Provide Advanced Technical Support By Troubleshooting Complex Incidents Involving Microsoft Hyper-V And Scvmm, Ensuring Swift Resolution And Adherence To Quality Standards.
2. Conduct Thorough Root Cause Analysis For Escalated Tickets In Sccm, Implementing Effective Solutions To Mitigate Technical And Security Issues.
3. Collaborate With Cross-Functional Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
4. Facilitate Knowledge Management By Updating And Managing The Knowledge Base, As Well As Training And Coaching Junior Analysts On Best Practices And Operational Procedures.
5. Enhance Customer Experience By Achieving First Call Resolution Goals, Minimizing Rejected Resolutions And Reopen Cases, While Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Microsoft Hyper-V And Scvmm, With Solid Knowledge Of Sccm.
2. Strong Analytical And Troubleshooting Skills With A Focus On Incident Resolution.
3. In-Depth Understanding Of Windows Server Environments And Support Operations.
4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable)
2. Microsoft Certified: Windows Server Fundamentals (Optional But Valuable