Sr Administrator (Support & Operations)

Job Summary

Provide technical assistance and troubleshooting to Italian-speaking users via phone, email, and chat.\\r\\n• Diagnose, resolve, and escalate IT issues related to hardware, software, and network systems.\\r\\n• Document support requests and solutions accurately in the ticketing system.\\r\\n• Collaborate with other IT teams to ensure timely resolution of user problems.\\r\\n• Deliver excellent customer service while maintaining professionalism and confidentiality.\\r\\n

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.

3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.

4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.

5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements

• Provide technical assistance and troubleshooting to Italian-speaking users via phone, email, and chat.
• Diagnose, resolve, and escalate IT issues related to hardware, software, and network systems.
• Document support requests and solutions accurately in the ticketing system.
• Collaborate with other IT teams to ensure timely resolution of user problems.
• Deliver excellent customer service while maintaining professionalism and confidentiality.

Other Requirements

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