Job Summary

The Sr Administrator for Support & Operations plays a crucial role in delivering advanced technical support for O365 Messaging Services and In-Premise Exchange. This position is vital for ensuring high customer satisfaction through effective troubleshooting, root cause analysis, and collaboration with support teams to maintain a secure operational environment.

Key Responsibilities

1. Provide Advanced Technical Support For O365 Messaging Services And In-Premise Exchange By Analyzing Complex Incidents, Performing Root Cause Analysis, And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Managing And Resolving Complex Support Tickets Within Agreed Slas.
3. Facilitate Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge Sharing.
4. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture, Addressing Escalated Incidents And Driving Resolution Processes.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficiency In O365 Messaging Services And In-Premise Exchange.
2. Solid Understanding Of Troubleshooting Methodologies And Technical Support Processes.
3. Strong Analytical Skills For Root Cause Analysis And Incident Resolution.
4. Excellent Communication And Collaboration Skills For Effective Teamwork And Customer Interaction.
5. Familiarity With Service Level Agreements (Slas) And Quality Standards In Support Operations.

Other Requirements

1. Microsoft Certified: Messaging Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)