Administrator - EMC Avamar, EMC NetWorker,

Job Summary

The Support Administrator plays a critical role in ensuring seamless operations and exceptional customer satisfaction by effectively managing support tickets and providing on-call assistance. By utilizing expertise in Rubrik CDM and EMC Legato, the administrator is responsible for conducting thorough root cause analyses and implementing solutions that enhance customer experiences and align with organizational goals.

Key Responsibilities

1. Independently Resolve Support Tickets Utilizing Rubrik Cdm And Emc Legato, Ensuring Adherence To Agreed Sla For Ticket Resolution Time And Volume.

2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis To Identify Underlying Problems And Recommending Effective Solutions.

3. Contribute To Knowledge Management Initiatives By Updating And Maintaining The Knowledge Base, Ensuring Accurate And Accessible Information For The Team.

4. Facilitate Training Sessions For New Team Members And Coach Analysts, Fostering A Culture Of Continuous Learning And Operational Excellence.

5. Monitor Customer Feedback And Csat Metrics, Striving For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Rubrik Cdm And Emc Legato With Solid Troubleshooting Skills.

2. Familiarity With Ticketing Systems And Support Processes.

3. Strong Analytical Skills For Conducting Root Cause Analysis And Problem-Solving.

4. Excellent Communication Skills To Interact Effectively With Customers And Team Members.

5. Fundamental Understanding Of Quality Standards And Regulatory Requirements In Support Operations.

Other Requirements

1. Optional But Valuable: Certifications In Rubrik Cdm Or Emc Legato