Job Summary

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support while ensuring the integrity and security of operations. This position emphasizes troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and operational efficiency.

Key Responsibilities

Key Responsibilities (ShortlistingFocused) 

✅ What the role DOES 

Monitor endpoint security alerts (AV / EDR / compliance tools). 

Perform initial triage of PC security incidents. 

Execute standard remediation steps (quarantine, scans, policy checks). 

Log and manage tickets in ITSM tools (ServiceNow / Remedy / equivalent). 

Escalate confirmed or complex incidents to Level 2 / SOC. 

Validate endpoint compliance (patching, AV health, encryption). 

Provide basic security guidance to end users. 

Skill Requirements

Mandatory Skills (CV MUST Have) ✅ 

Experience in Service Desk / Deskside / Endpoint Support 

Basic understanding of endpoint security concepts:  

Antivirus / EDR 

Malware alerts 

Patch & compliance checks 

Handson experience with:  

Windows OS (desktop/laptop support) 

Ticketing tools (ServiceNow, Remedy, Jira, etc.) 

Ability to follow SOPs and escalation procedures 

Clear ticket documentation and communication skills 

Experience working in shift / 24x7 support environments 

Shape 

Good to Have Skills (Not Mandatory) ⭐ 

Exposure to endpoint tools such as:  

Microsoft Defender for Endpoint 

CrowdStrike / SentinelOne / similar 

ITIL Foundation certification 

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Other Requirements

Other Requirement : SL 63/64 Lot-5 Security SME