Job Summary

The Support Ops Administrator is responsible for independently managing and resolving technical support tickets while providing exceptional customer service. This role plays a critical part in ensuring operational efficiency and customer satisfaction by performing root cause analysis, adhering to quality standards, and contributing to knowledge management activities.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In F5 And Ddi-Infoblox/Efficient Ip Management To Ensure Compliance And Operational Excellence.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using F5 Troubleshooting Tools To Identify And Resolve Underlying Problems Effectively.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, Creating Documentation, And Training New Team Members On F5 And Ddi-Infoblox/Efficient Ip Functionalities.
4. Independently Resolve Support Tickets Within Agreed Slas, Utilizing F5 And Ddi-Infoblox/Efficient Ip Technologies To Efficiently Diagnose And Address Customer Issues.
5. Ensure A Positive Customer Experience And High Csat Scores By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases Through Effective Problem-Solving And Communication.

Skill Requirements

1. Proficient In F5 And Ddi-Infoblox/Efficient Ip Technologies.
2. Strong Understanding Of Ticketing Systems And Support Processes.
3. Familiarity With Root Cause Analysis Techniques And Troubleshooting Best Practices.
4. Excellent Communication And Customer Service Skills.

Other Requirements

1. Optional But Valuable Certifications: F5 Certified Administrator, Infoblox Certified Ddi Administrator