Job Summary

The Support Operations Administrator plays a crucial role in the IT support ecosystem by independently managing and resolving tickets, providing on-call support, and conducting thorough root cause analyses. This position is vital for maintaining high customer satisfaction and ensuring compliance with quality standards and company policies.

Key Responsibilities

1. Provide Support For On-Call Escalations By Utilizing Mcafee And Cisco Asa To Troubleshoot And Resolve Issues Effectively, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Issues Involving Palo Alto And Related Technologies To Identify Underlying Problems And Develop Actionable Solutions.
3. Update And Manage The Knowledge Base By Documenting Resolutions, Creating Training Materials, And Conducting Training Sessions For New Staff To Promote Skill Development And Knowledge Sharing.
4. Independently Resolve Support Tickets Within The Agreed Sla Parameters, Utilizing Mcafee And Cisco Asa Tools To Ensure Efficient Ticket Handling And Resolution.
5. Enhance Customer Experience And Achieve High Csat Scores Through First Call Resolution Strategies And Minimizing Case Reopens By Implementing Effective Troubleshooting Techniques.

Skill Requirements

1. Proficient In Mcafee And Cisco Asa With Solid Understanding Of Their Operational Environments.
2. Familiarity With Palo Alto Technologies And Their Integration Into Support Processes.
3. Strong Analytical Skills For Conducting Root Cause Analysis And Problem-Solving.
4. Excellent Communication Skills To Interact With Customers And Provide Training.

Other Requirements

1. Optional But Valuable Certifications: Mcafee Certified Product Specialist, Cisco Certified Network Associate (Ccna), Palo Alto Networks Certified Network Security Engineer (Pcnse)