Job Summary

The Sr. Support Administrator plays a critical role in providing advanced technical support and operational excellence within the Support & Operations team. This position focuses on troubleshooting complex incidents, performing root cause analysis, and implementing effective solutions, ultimately driving positive customer feedback and enhancing service delivery.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Expertise In Juniper And Ddi-Infoblox / Efficient Ip To Troubleshoot And Resolve Complex Incidents Escalated By Analysts, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Recurring Technical And Security Issues, Implementing Sustainable Solutions To Enhance System Performance And Security Posture.
3. Contribute To Knowledge Base Management By Developing And Updating Documentation, Facilitating Training Sessions For New Team Members, And Coaching Analysts To Improve Their Troubleshooting Skills.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating Effectively With Cross-Functional Support Teams To Ensure Seamless Operations And Adherence To Security Protocols.
5. Enhance Customer Satisfaction And Experience By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Juniper Technologies And Ddi Solutions (Infoblox / Efficient Ip)
2. Strong Problem-Solving Skills With A Focus On Root Cause Analysis
3. Excellent Communication Skills For Effective Collaboration And Customer Interaction
4. Familiarity With It Service Management Frameworks And Incident Resolution Processes
5. Solid Understanding Of Security Protocols And Operational Best Practices

Other Requirements

1. Optional But Valuable Certifications: Juniper Networks Certified Associate (Jncia), Infoblox Certified Professional (Ncp), Or Equivalent Certifications Related To Ddi Technologies