Role OverviewThe Senior Administrator will be responsible for providing technical support and troubleshooting for desktop and application issues, as well as managing incidents and service requests. The role requires excellent communication and customer handling skills, as well as the ability to learn new information quickly and make sound decisions with minimal supervision.
What You Will Do
The Senior Administrator will be responsible for building rapport with end users, creating incident or service request tickets, and utilizing the knowledge base to respond accurately and effectively to requests or issues. They will also be responsible for creating and maintaining documentation of procedures, tip sheets, and other documentation as needed.
Why It Might Be a Fit
The ideal candidate will have excellent interpersonal skills, be able to think outside the box, and be able to make decisions related to user queries in the absence of a supervisor. They will also be experienced in resolving end-user incidents and requests within agreed service level agreements.
Requirements
- Good English communication and conversation skills
- Great customer handling skills
- Probing skills and demonstrated empathy skills
- Ability to learn new information quickly and the willingness to always do so
- Knowledge in desktop and application support troubleshooting
- Remote desktop support
- Networking concepts
- Windows operating system
- MS Office products
- Security authentication - Cisco DUO, Google Authenticator, RSA SecurIDs
- ITSM tool experience - Service Now
- VPN (Cisco AnyConnect, Global Protect)
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Pharmacy insurance
- Life insurance
- Accidental death & dismemberment insurance
- Disability insurance
- Employee assistance program
- 401(k) retirement plan
- Paid time off per year
- Paid holidays per year
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