Job Summary

The MS Windows Administrator in Support & Operations plays a crucial role in maintaining system integrity and ensuring high-quality customer support. This position independently resolves technical issues, conducts root cause analyses, and manages escalations effectively to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Technical Support For Ms Windows 2000 Environments By Independently Resolving Tickets Within Agreed Sla, Ensuring Timely And Effective Solutions.
2. Conduct Root Cause Analysis On Escalated Issues To Identify And Implement Corrective Actions, Enhancing System Reliability And Reducing Recurrence.
3. Contribute To Knowledge Base Management By Documenting Solutions And Updates, Enabling Efficient Information Sharing And Training Of New Team Members.
4. Facilitate Training Sessions For Freshers And Coaching For Analysts, Fostering Skill Development And Ensuring Adherence To Quality Standards And Regulatory Requirements.
5. Strive For Exceptional Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Thereby Enhancing Overall Csat.

Skill Requirements

1. Proficient In Ms Windows 2000 Administration With Solid Troubleshooting Skills.
2. Strong Understanding Of Support Ticketing Systems And Sla Management.
3. Familiarity With Root Cause Analysis Methodologies And Documentation Practices.
4. Excellent Communication And Interpersonal Skills To Facilitate Training And Support.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Microsoft Certified: Windows Server Fundamentals (Optional But Valuable)