Job Summary

The Support Operations Administrator plays a critical role in enhancing customer satisfaction through effective ticket resolution and on-call support. This position requires a solid understanding of imaging methodologies, specifically Zero Touch and SCCM, to perform root cause analysis and ensure adherence to quality standards and company policies.

Key Responsibilities

1. Ensure Adherence To Quality Standards And Regulatory Requirements While Supporting Imaging Methodologies Using Sccm And Zero Touch To Enhance Operational Efficiency.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Sccm Logs And Imaging Deployment Data To Identify And Resolve Underlying Problems.
3. Contribute To Knowledge Base Updates And Management By Documenting Resolutions And Best Practices Related To Imaging Issues, While Also Training And Coaching Analysts To Improve Team Capabilities.
4. Independently Resolve Support Tickets Within The Agreed Sla By Utilizing Troubleshooting Techniques In Sccm And Zero Touch Methodologies, Ensuring Timely And Efficient Service Delivery.
5. Drive Positive Customer Experience And Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases Through Effective Problem-Solving And Customer Engagement.

Skill Requirements

1. Solid Understanding Of Imaging Methodologies, Specifically Zero Touch And Sccm.
2. Proficiency In Ticketing Systems And Root Cause Analysis Techniques.
3. Familiarity With Quality Assurance Standards And Regulatory Compliance.
4. Strong Problem-Solving Skills And Ability To Manage Multiple Priorities Effectively.
5. Excellent Communication Skills To Interact With Customers And Team Members.

Other Requirements

1. Optional But Valuable: Microsoft Certified: Modern Desktop Administrator Associate.
2. Optional But Valuable: Comptia A+ Certification