Sr Administrator (Support & Operations)

Job Summary

Relevant Experience: 3 to 4 years in help desk, voice customer service and technical support.

Provide hardware, software and network problem diagnosis and resolution via telephone, email and chat.

· Route problems to internal 2nd and 3rd level IT support staff.

· Manage relationships with vendors and support teams.

· Administer user account provisioning.

· Document and manage incidents in ITSM tools.

· Respond to calls, emails, messages and tickets through closure.

· Provide Level 1 remote desktop support and perform SOP based activities.

· Perform user account management and escalate complex issues.

· Troubleshoot client software and network connectivity issues.

· Participate in training, maintenance updates, documentation and knowledge transfer.

Key Responsibilities

Provide hardware, software and network problem diagnosis and resolution via telephone, email and chat.

· Route problems to internal 2nd and 3rd level IT support staff.

· Manage relationships with vendors and support teams.

· Administer user account provisioning.

· Document and manage incidents in ITSM tools.

· Respond to calls, emails, messages and tickets through closure.

· Provide Level 1 remote desktop support and perform SOP based activities.

· Perform user account management and escalate complex issues.

· Troubleshoot client software and network connectivity issues.

· Participate in training, maintenance updates, documentation and knowledge transfer.

Skill Requirements

Excellent verbal and written communication.

· Good documentation skills.

· Customer handling skills.

· Ability to handle unforeseen situations.

· High level of acceptance and teamwork

Strong problem analysis and resolution ability.

· Commitment to high quality customer service.

· Cross functional teamwork in fast paced environments.

Other Requirements

Windows 10, Windows 11 and macOS support.

· Active Directory and Exchange Online knowledge.

· ServiceNow or equivalent ITSM tools.

· Microsoft 365 / Office 365 including Teams.

· Remote support tools, VPN, browsers and printer support.

· Intune and mobile device support.

· Adobe Acrobat and common desktop applications.