Job Summary

The Sr Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction. By adhering to quality standards and collaborating with cross-functional teams, the Sr Administrator ensures a secure and efficient operational environment.

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Vdi Solutions And Rdsh By Diagnosing And Resolving Complex Incidents, Ensuring Rapid Restoration Of Services While Adhering To Quality Standards And Slas.
2. Conduct Thorough Root Cause Analyses Of Escalated Incidents, Implementing Effective Solutions To Mitigate Technical And Security Issues, Thereby Enhancing System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Improve Team Performance.
4. Collaborate With Other Support Teams To Address Complex Tickets, Ensuring Seamless Operations, A Robust Security Posture, And Timely Resolution Of Incidents.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements

1. Advanced Proficiency In Microsoft Vdi Solutions And Rdsh.
2. Strong Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Excellent Problem-Solving Skills And Analytical Thinking.
5. Ability To Communicate Effectively With Technical And Non-Technical Stakeholders.

Other Requirements

Experience with ticketing systems. Fluency in English (additional language skills relevant to your region are a plus). 1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)JD1 IT Specialist 1 (Mexico) About The Role & Team Join our dynamic, globally distributed IT team, supporting Amplitude employees worldwide. As an IT Helpdesk Engineer 1, you’ll play a crucial role in ensuring seamless operations by providing technical support for hardware, software, and account-related challenges. You’ll collaborate closely with IT Specialists, Engineers, and Security professionals to troubleshoot issues, improve processes, and enhance employee satisfaction. This is an excellent opportunity to grow your career in IT while making a meaningful impact at Amplitude. As an IT Helpdesk Engineer 1, you will: Provide exceptional technical support for hardware, software, and account-related issues through ticketing systems, chat, and email. Manage provisioning and de-provisioning of tools ensuring a seamless experience for employees. Respond to IT inquiries through ticketing systems, chat, and email, ensuring prompt and professional resolution. Collaborate with the IT team to keep tools and systems up-to-date and aligned with company policies. Maintain documentation and contribute to process improvements that enhance team efficiency and employee satisfaction. You\'ll be a great addition to the team if you have: A passion for technology, problem-solving, and delivering outstanding customer support. Strong communication skills, allowing you to explain technical concepts to both technical and non-technical audiences. Familiarity with IT service management tools like Zendesk, Jira, or ServiceNow, and experience with remote support platforms. A desire to grow your IT support skills while learning and adopting new technologies. Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft 365 Certified, Jamf Certified) are a plus but not required. At a minimum, you need to have: Proficiency in troubleshooting hardware, software, and network-related issues. Administrative experience with Google Workspace, Zoom, Slack, Okta SSO, and other SaaS tools. Experience with ticketing systems. Fluency in English (additional language skills relevant to your region are a plus). 

 Administrative experience with Google Workspace, Zoom, Slack, Okta SSO, and other SaaS tools.\\\\r\\\\n

 

IT Specialist 1 (Mexico) Roles and Responsibilities Provide exceptional technical support for hardware, software, and account-related issues through ticketing systems, chat, and email. Manage provisioning and de-provisioning of tools ensuring a seamless experience for employees. Respond to IT inquiries through ticketing systems, chat, and email, ensuring prompt and professional resolution. Collaborate with the IT team to keep tools and systems up-to-date and aligned with company policies. Maintain documentation and contribute to process improvements that enhance team efficiency and employee satisfaction. Resource Skills: Proficiency in troubleshooting hardware, software, and network-related issues. Administrative experience with Google Workspace, Zoom, Slack, Okta SSO, and other SaaS tools. Experience with ticketing systems. Fluency in English (additional language skills relevant to your region are a plus).