As a Support Operations Administrator, you will play a crucial role in independently resolving customer issues and providing on-call support. Your expertise in Solarwinds NPM and PowerShell will be essential for conducting root cause analyses and ensuring adherence to quality standards. Your efforts will directly impact customer satisfaction and operational efficiency within the organization.
Key Responsibilities
1. Utilize Solarwinds Npm To Monitor Network Performance And Quickly Identify Issues, Ensuring Timely Resolution To Meet Customer Expectations.
2. Develop And Execute Powershell Scripts To Automate Routine Tasks And Streamline Operational Processes, Enhancing Efficiency And Reducing Response Times.
3. Conduct Thorough Root Cause Analysis For Escalated Tickets, Leveraging Analytical Skills To Identify Underlying Issues And Implement Effective Solutions.
4.
Manage And Update The Knowledge Base To Facilitate Continuous Improvement And Provide Training To New Analysts, Fostering A Culture Of Knowledge Sharing.
5. Ensure Tickets Are Resolved Within Agreed Slas, Focusing On First Call Resolution To Enhance Customer Experience And Minimize Case Reopens.
Skill Requirements
1. Proficient In Solarwinds Npm For Network Monitoring And Management.
2. Strong Knowledge Of Powershell For Automation And Scripting Tasks.
3. Solid Understanding Of Python For Scripting And Process Automation.
4. Excellent Problem-Solving Skills With A Focus On Root Cause Analysis.
5. Solid Communication Skills To Support Customer Interactions And Training Initiatives.
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices