Job Summary

The Senior Administrator for Support & Operations is pivotal in delivering advanced technical support for MS Exchange systems. This role focuses on troubleshooting complex issues and conducting root cause analysis to ensure high customer satisfaction and system security. The administrator will play a crucial role in maintaining operational excellence while adhering to quality standards and regulatory requirements.

Key Responsibilities

1. Provide Advanced Technical Support For Ms Exchange By Troubleshooting Complex Incidents, Performing Root Cause Analysis, And Implementing Effective Solutions For Technical And Security Issues.
2. Ensure Compliance With Quality Standards, Regulatory Requirements, And Company Policies While Managing And Resolving Complex Support Tickets Within Agreed Slas.
3. Update And Manage The Knowledge Base Effectively And Conduct Training Sessions For New Hires, Fostering A Culture Of Continuous Learning And Improvement Within The Team.
4. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture Across Ms Exchange Environments.
5. Enhance Customer Experience And Achieve High Csat Scores Through Effective First Call Resolution, Minimizing Rejected Resolutions, And Addressing Reopen Cases Promptly.

Skill Requirements

1. Proficient In Ms Exchange Administration, Including Troubleshooting And Performance Tuning.
2. Solid Understanding Of Security Protocols And Practices Relevant To Ms Exchange Environments.
3. Experience In Incident Management And Root Cause Analysis Methodologies.
4. Strong Communication Skills For Customer Interaction And Team Collaboration.
5. Familiarity With Knowledge Management Practices And Training Methodologies.

Other Requirements

1. Microsoft Certified: Exchange Server Administrator Expert (Optional But Valuable)