Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for complex incidents. This position emphasizes root cause analysis and problem resolution, ensuring customer satisfaction and maintaining high operational standards in security and performance.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Support Activities, Ensuring Compliance And Operational Excellence.
2. Provide Advanced Technical Support For Complex Incidents Related To Cisco Ise And Palo Alto, Performing Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, And Conduct Training Sessions For New Hires And Coaching For Analysts To Enhance Team Performance.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Cisco Ise And Palo Alto Firewall Technologies.
2. Strong Troubleshooting And Problem-Solving Skills In Technical Support Environments.
3. Familiarity With Security Protocols And Incident Management Processes.
4. Excellent Communication And Collaboration Abilities To Work With Diverse Teams.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Associate (Ccna), Palo Alto Networks Certified Network Security Administrator (Pcnsa)