Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless IT operations by independently resolving technical issues, providing on-call support, and conducting root cause analysis. This position is vital for maintaining high standards of customer satisfaction while adhering to quality and regulatory requirements.

Key Responsibilities

1. Provide Technical Support For Symantec Endpoint Protection By Analyzing And Resolving Escalated Incidents, Ensuring Adherence To Quality Standards And Company Policies.
2. Conduct Root Cause Analysis On Reported Issues Related To Endpoint Security, Identifying Underlying Problems And Implementing Effective Solutions To Prevent Recurrence.
3. Manage And Update The Knowledge Base By Documenting Troubleshooting Procedures, Solutions, And Best Practices For Symantec Technologies To Enhance Team Efficiency.
4. Train And Coach New Analysts On Symantec Endpoint Protection Workflows And Troubleshooting Techniques, Fostering A Culture Of Continuous Improvement Within The Support Team.
5. Resolve Support Tickets Independently Within Agreed Slas, Ensuring Timely And Effective Resolutions To Enhance Customer Experience And Maintain High Csat Scores.

Skill Requirements

1. Strong Understanding Of Symantec Endpoint Protection And Edr Solutions
2. Proficiency In Root Cause Analysis And Problem-Solving Techniques
3. Knowledge Of It Service Management Practices And Ticketing Systems
4. Excellent Communication And Interpersonal Skills For Effective Customer Interaction

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable