The BIGFIX Support Administrator plays a critical role in the Support & Operations team by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This role is essential for ensuring high-quality customer service and operational excellence, leading to improved customer satisfaction and adherence to company standards.
Key Responsibilities
1. Utilize Bigfix To Independently Resolve Tickets Within Agreed Slas, Ensuring Timely And Efficient Handling Of Customer Requests.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analyses To Identify And Address Underlying Problems.
3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices In Bigfix, Contributing To Continuous Improvement Efforts.
4. Conduct Training Sessions For Recent Hires And Coach Analysts On Bigfix Functionalities And Troubleshooting Techniques,
Fostering Skill Development Within The Team.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing Cases Of Rejection And Reopening, Thus Enhancing Overall Customer Satisfaction.
Skill Requirements
1. Proficient In Bigfix With Solid Understanding Of Its Operational Functionalities.
2. Strong Analytical And Problem-Solving Skills For Effective Root Cause Analysis.
3. Excellent Communication Skills For Training And Customer Interactions.
4. Ability To Work Independently And Manage Multiple Tasks Efficiently.
Must Have Skill
BigFix (Endpoint Management Software)
Good to Have Skill
Other Requirements
1. Optional But Valuable Certifications: Bigfix Certified Administrator, Itil Foundation