Senior Administrator - Active Directory Service Interfaces

Job Summary

The Senior Administrator for Support & Operations plays a critical role in delivering advanced technical support for On-Premise Active Directory systems. This position is essential for troubleshooting complex incidents and conducting root cause analysis to enhance customer satisfaction and operational efficiency. The role demands a proactive approach to problem-solving and a commitment to maintaining high service standards.

Key Responsibilities

• Provide Advanced Technical Support For On-Premise Active Directory, Addressing Complex Incidents And Performing Root Cause Analysis To Implement Effective Solutions For Technical And Security Issues.
• Adhere To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies During All Support Operations.
• Manage And Update The Knowledge Base, Facilitating Training For New Team Members And Coaching Analysts On Best Practices And Incident Resolution Techniques.
• Resolve Complex Support Tickets Within Agreed Service Level Agreements (Slas), Collaborating With Cross-Functional Teams To Maintain Seamless Operations And Enhance The Security Posture.
• Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

• Advanced Proficiency In On-Premise Active Directory Management And Troubleshooting.
• Strong Understanding Of Security Protocols And Incident Response Strategies.
• Familiarity With Service Level Management And Quality Assurance Processes.
• Excellent Problem-Solving Skills With The Ability To Analyze Complex Technical Issues.
• Effective Communication Skills For Training And Customer Interaction.

Other Requirements

Optional But Valuable: Microsoft Certified: Azure Administrator Associate Or Similar Certifications Related To Active Directory Management And Security Best Practices.