Senior Administrator

Job Description

Key Responsibilities:

• Advanced Troubleshooting & Resolution:
  Handle escalated incidents and service requests, particularly those impacting high-priority clients or involving critical systems.
• Customer Experience Leadership:
  Deliver elite support experiences by proactively identifying pain points, reducing resolution time, and ensuring minimal disruption to customer operations.
• Process & Documentation Excellence:
  Create and maintain detailed knowledge base articles, SOPs, and troubleshooting guides. Contribute to automation and self-service initiatives to reduce ticket volume.
• Collaboration & Escalation Management:
  Work closely with cross-functional teams including engineering, product, and service desk to resolve issues and implement long-term fixes.
• Mentorship & Training:
  Guide junior engineers through technical challenges, conduct peer reviews, and lead knowledge-sharing sessions.
• Metrics & Reporting:
  Track and report on key performance indicators such as CSAT, resolution time, and backlog reduction. Participate in audits and quality reviews.

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Required Skills & Experience:

• 5–8 years of experience in technical support or IT operations, preferably in a global or enterprise environment.
• Strong expertise in macOS, Windows, and enterprise IT tools (e.g., ServiceNow, Microsoft Teams, VPN, printing systems).
• Proven ability to resolve complex technical issues independently and under pressure.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Experience with automation tools, scripting, or self-service platforms is a plus.

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Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• ITIL certification or equivalent process knowledge.

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