Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support for Microsoft Teams and associated platforms. This position is pivotal in ensuring seamless operations, troubleshooting complex incidents, and enhancing customer satisfaction through effective resolution strategies.

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Teams And Microsoft Teams Ev, Performing Root Cause Analysis And Implementing Solutions For Complex Incidents To Ensure High-Quality Outcomes.
2. Collaborate With Cross-Functional Teams To Resolve Escalated Technical And Security Issues, Ensuring Compliance With Quality Standards And Company Policies.
3. Update And Manage The Knowledge Base, Contributing To The Training Of New Team Members And Coaching Analysts To Enhance Team Performance And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas, Ensuring Operational Continuity And Maintaining A Robust Security Posture Across Microsoft Teams And Sharepoint Online.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Effectively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Microsoft Teams And Microsoft Teams Ev.
2. Solid Understanding Of Sharepoint Online And Ms Viva.
3. Strong Troubleshooting And Root Cause Analysis Skills.
4. Familiarity With Incident Management And Escalation Processes.

Other Requirements

1. Microsoft Certified: Teams Administrator Associate (Optional But Valuable).
2. Microsoft 365 Certified: Security Administrator Associate (Optional But Valuable)