Job Summary

The Support Operations Administrator plays a crucial role in ensuring the smooth functioning of support activities by independently resolving tickets and providing on-call support. This position emphasizes root cause analysis and customer satisfaction, contributing to the organization's commitment to quality service delivery.

Key Responsibilities

1. Provide Technical Support And Solutions By Utilizing Beyondtrust And Active Directory To Independently Resolve Tickets Within Agreed Sla, Ensuring Efficient Ticket Volume And Response Times.
2. Conduct Root Cause Analysis For Escalated Issues, Leveraging Thycotic Privilege Manager And Beyondtrust Password Safe To Identify And Implement Corrective Actions.
3. Facilitate Knowledge Management By Updating And Maintaining Documentation, Enhancing The Knowledge Base, And Ensuring Accurate Information Is Available For Reference.
4. Coach And Train New Analysts On Operational Procedures And Best Practices Related To Avecto And Privilege Management Tools, Fostering A Culture Of Continuous Improvement.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Enhancing Customer Satisfaction And Feedback.

Skill Requirements

1. Proficient In Beyondtrust And Active Directory With Solid Understanding Of Their Functionalities.
2. Familiarity With Thycotic Privilege Manager And Beyondtrust Password Safe.
3. Experience With Avecto For Endpoint Privilege Management.
4. Strong Analytical Skills With The Ability To Perform Root Cause Analysis Effectively.
5. Basic Knowledge Of Quality Standards And Regulatory Requirements In Support Operations.

Other Requirements

1. Relevant Certifications In It Service Management Or Support Operations, Such As Itil Foundation (Optional But Valuable)