Job Summary

The Support Operations Administrator plays a critical role in ensuring seamless operations and customer satisfaction by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This position is essential for maintaining high-quality service standards and enhancing operational efficiency within the organization.

Key Responsibilities

1. Provide Technical Support By Managing And Resolving Incidents Related To Microsoft Hyper-V And Scvmm, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Issues, Utilizing Sccm Tools To Identify Underlying Problems And Implement Effective Solutions.
3. Develop And Maintain Knowledge Base Articles And Training Materials, Contributing To The Knowledge Management System And Coaching New Analysts.
4. Independently Resolve Support Tickets Within Agreed Sla Parameters, Ensuring Timely And Effective Responses To Customer Inquiries.
5. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Case Reopens, Thereby Positively Impacting Customer Satisfaction (Csat) Metrics.

Skill Requirements

1. Proficiency In Microsoft Hyper-V And Scvmm For Virtualization Management.
2. Strong Knowledge Of Sccm For System Configuration And Management.
3. Familiarity With Windows Operating Systems And Ms Clusters For Operational Support.
4. Ability To Perform Root Cause Analysis And Troubleshoot Complex Issues Independently.
5. Excellent Communication Skills To Facilitate Effective Customer Interactions.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Windows Server Hybrid Administrator Associate