Job Description

Job Summary

The Senior Support Administrator plays a critical role in enhancing customer satisfaction by providing advanced technical support and operational excellence. This position involves troubleshooting complex issues, conducting root cause analyses, and implementing effective solutions to ensure optimal performance of storage technologies. The role is pivotal in maintaining high service quality and operational security while fostering a collaborative environment.

Key Responsibilities

1. Provide Advanced Technical Support For Emc Isilon By Diagnosing Complex Incidents, Performing Root Cause Analysis, And Implementing Solutions To Resolve Technical And Security Issues Effectively.
2. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture While Resolving Complex Tickets Within Agreed Slas.
3. Enhance Knowledge Management By Updating And Managing The Knowledge Base, Contributing To The Continuous Improvement Of Support Processes.
4. Mentor And Coach Junior Analysts, Fostering Their Development And Enhancing The Overall Capability Of The Support Team.
5. Ensure A Positive Customer Experience By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions, And Addressing Reopened Cases Promptly.

Skill Requirements

1. Advanced Proficiency In Emc Isilon, Netapp File Storage, And Ibm Spectrum Scale.
2. Strong Analytical And Troubleshooting Skills With A Focus On Root Cause Analysis.
3. Familiarity With Regulatory Requirements And Quality Standards In It Support.
4. Excellent Communication Skills To Interact Effectively With Customers And Team Members.

Other Requirements

1. Optional But Valuable Certifications: Emc Isilon Administration, Netapp Certified Data Administrator, Ibm Spectrum Scale Fundamentals