Job Summary

The Senior Administrator in Support & Operations plays a critical role in delivering advanced technical support for Video/Telepresence and MECM solutions. This position is essential for troubleshooting complex incidents, conducting root cause analysis, and ensuring a high level of customer satisfaction. The Senior Administrator will contribute to continuous improvement initiatives and maintain operational excellence, directly impacting the organization’s service delivery and security posture.

Key Responsibilities

1. Provide Advanced Technical Support And Troubleshooting For Video/Telepresence And Mecm, Performing Root Cause Analysis To Identify And Implement Effective Solutions For Complex Incidents.
2. Develop And Manage A Knowledge Base By Documenting Solutions And Best Practices, Contributing To Training Programs For New Analysts And Sharing Insights With The Support Team.
3. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operation And Enhance Security Posture.
4. Ensure Adherence To Quality Standards And Regulatory Requirements While Implementing Company Policies In All Support Operations.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Case Reopens, And Proactively Addressing Security Threats.

Skill Requirements

1. Advanced Proficiency In Video/Telepresence Technologies And Mecm.
2. Strong Analytical Skills With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
3. Familiarity With Itil Frameworks And Best Practices In Support Operations.
4. Excellent Communication Skills, Both Written And Verbal, For Effective Collaboration With Team Members And Customers.

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certificate In It Service Management (Optional But Valuable)