Job Summary

The Support Operations Administrator plays a crucial role in maintaining high-quality service delivery by independently resolving technical issues and providing on-call support. This position emphasizes root cause analysis and customer satisfaction, ensuring that operations run smoothly and efficiently in alignment with company standards.

Key Responsibilities

1. Conduct Vulnerability Assessments And Penetration Testing Using Nessus To Identify And Mitigate Security Risks, Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Provide On-Call Support For Escalated Technical Issues, Performing Root Cause Analysis To Implement Effective Solutions And Prevent Future Occurrences.
3. Develop And Manage A Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members And Coaching Analysts To Enhance Their Skills.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Prioritizing Tasks To Manage Ticket Volume Effectively And Maintaining Operational Efficiency.
5. Enhance Customer Satisfaction Through Prompt Resolution Of Issues, Achieving First Call Resolution Goals And Minimizing Case Reopens To Improve Overall Customer Experience And Csat.

Skill Requirements

1. Proficiency In Nessus And Vapt Methodologies For Vulnerability Assessment And Management.
2. Solid Understanding Of It Support Processes, Ticketing Systems, And Customer Service Principles.
3. Strong Analytical Skills For Root Cause Analysis And Problem-Solving.
4. Excellent Communication And Interpersonal Skills To Interact Effectively With Customers And Team Members.

Other Requirements

1. Optional But Valuable Certifications: Certified Ethical Hacker (Ceh), Offensive Security Certified Professional (Oscp), Or Nessus Certified Auditor