Administrator (Support & Operations)

Role overview

Support and field service duties

• Diagnose customer-reported or monitoring-identified hardware and software issues; lead escalated troubleshooting and root-cause resolution.
• Conduct onsite visits for complex issues that cannot be resolved remotely; install, upgrade, and maintain systems at client locations.
• Coordinate complex escalations with L3 support teams.
• Use remote access tools for diagnostics and solutions when onsite visits are not feasible.
• Document procedures, solutions, configurations, service activities, and customer interactions.
• Communicate solutions clearly, resolve problems promptly, and support customer satisfaction.
• Identify process optimization and automation opportunities; implement support best practices.
• Test solutions before implementation and apply quality measures for stable service delivery.
• Stay current with technologies; train and mentor new field technicians and share knowledge.

Experience and skills

• Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar is required.
• Working knowledge of office automation products and peripherals such as network printers and scanners is required.
• Knowledge of server systems, operating systems, network equipment, console access, and varied technical environments is required.
• Three to five years of desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS-based systems is required.
• One to three years of SCCM/PXE imaging experience is required.
• Mac experience is an added advantage.
• Excellent customer service orientation and verbal communication skills are required.