Senior Administrator (Support & Operations)

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

Key Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.
  
  
  Other Requirements
• Technical Consulting: Lead workshops on Security, IT Admin, and Deployment Planning (with a focus on the Japanese market), conduct Health Checks, and define Annual Maintenance Programs.
• Implementation & Troubleshooting: Configure complex policies in the Google Admin Console and use GAM/APIs for programmatic access; serve as a technical escalation point for ChromeOS and GWSfE issues.
• Sales & Events Support: Provide pre-sales technical specifications, deliver product demos/PoCs, and support industry events and webinars.
• Asset Creation & Localization: Localize technical documentation for internal and external regional audiences.
• Strategic Documentation: Document operational processes, including roadmap communications, feature request filing, and analyze customer data for strategic recommendations.

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Skills needed

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• 5-8 years of industry experience in similar client facing role in education sector

• Deep expertise in Google Workspace and the Google Admin Console.

• Advanced knowledge of ChromeOS deployment and Chrome Browser management.

• Proficiency in automation using GAM and Google APIs.

• Experience in a client-facing technical role (e.g., Pre-sales, Professional Services) with a consultative mindset.

• Ability to translate complex technical requirements into business value.

• Strong project management skills, including tracking activities and creating status reports.