Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operations by independently resolving technical issues and providing exceptional customer support in the On-Premise Cisco Collaboration environment. This role is vital for maintaining high customer satisfaction and operational efficiency through effective problem resolution and proactive support initiatives.

Key Responsibilities

1. Provide Technical Support And Guidance By Diagnosing And Resolving Issues Related To On-Premise Cisco Collaboration Systems, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated On-Call Incidents, Implementing Corrective Actions To Prevent Future Occurrences And Enhance System Reliability.
3. Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Facilitating Knowledge Sharing Sessions, And Training New Analysts To Improve Team Competency.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Handling Of Ticket Volume And Complexity.
5. Enhance Customer Satisfaction By Achieving High Rates Of First Call Resolution And Minimizing Case Reopens, Fostering A Positive Customer Experience.

Skill Requirements

1. Strong Understanding Of On-Premise Cisco Collaboration Technologies And Their Operational Functionalities.
2. Proficiency In Troubleshooting And Resolving Technical Issues Within Cisco Collaboration Tools And Related Systems.
3. Familiarity With Quality Assurance Processes And Regulatory Compliance In Support Operations.
4. Excellent Communication And Interpersonal Skills To Effectively Interact With Customers And Team Members.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Collaboration Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Best Practices In It Service Management