Job Summary

The Sr. Administrator in Backbone TAC Services plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting, root cause analysis, and implementing effective solutions to complex issues, ensuring a positive customer experience while maintaining high standards of security and compliance.

Key Responsibilities

1. Provide Advanced Technical Support For Complex Incidents By Leveraging Backbone Tac Services To Perform Root Cause Analysis And Implement Effective Solutions To Resolve Technical And Security Issues.
2. Adhere To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies In All Support Activities.
3. Contribute To Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Uphold The Organization'S Security Posture.
5. Enhance Customer Satisfaction (Csat) By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Re-Open Cases, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Backbone Tac Services With A Strong Understanding Of Technical Support Processes.
2. Solid Troubleshooting Skills And Experience In Root Cause Analysis For Complex Technical Issues.
3. Familiarity With Quality Assurance Standards And Regulatory Compliance In A Support Environment.
4. Excellent Communication And Coaching Skills To Train And Mentor Junior Analysts.
5. Ability To Collaborate Effectively With Various Support Teams To Ensure Operational Efficiency.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Comptia Security+, Or Equivalent