The Sr. Support Administrator plays a critical role in delivering advanced technical support and driving operational excellence within the Support & Operations team. This role involves troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions to enhance system performance, customer satisfaction, and compliance with quality and security standards.

Key Responsibilities :

- Advanced Technical Support : Utilize Power BI and PowerShell to analyze complex incidents, perform root cause analysis, and implement effective solutions to improve system performance and security.

- Automation & Scripting : Develop and maintain troubleshooting scripts and automation tools using PowerShell to streamline incident resolution and enhance operational efficiency.

- Data Visualization & Reporting : Design and create interactive dashboards and reports using Power BI to visualize key performance metrics and support data-driven decision-making.

- Cross-Functional Collaboration : Work closely with support teams to resolve complex tickets within agreed SLAs, ensuring seamless operations and a strong security posture.

- Knowledge Management & Training : Lead initiatives to update and maintain the knowledge base, conduct training sessions for new team members, and mentor analysts to strengthen technical capabilities.

- Customer Experience Monitoring : Track customer feedback and CSAT metrics to identify improvement areas, ensuring high levels of customer satisfaction through first-call resolution and minimal case reopens.

Required Skills :

- Proficiency in Power BI for data visualization and reporting

- Strong command of PowerShell for automation and scripting

- Familiarity with Python for data analysis and process automation

- Solid understanding of incident management and root cause analysis

- Excellent problem-solving skills and ability to work collaboratively in a team environment

Certifications (Optional but Preferred) :

- Microsoft Certified : Data Analyst Associate

- Microsoft Certified : Azure Administrator Associate