MS Intune (Immediate Joiner Only)

JD Updated in SF

The Sr Administrator (Support & Operations) plays a pivotal role in ensuring the seamless functioning of critical IT systems and maintaining a robust security posture. This position is responsible for advanced technical support, troubleshooting complex incidents, and driving operational excellence within the organization. The role is integral to enhancing customer satisfaction and contributes significantly to the reliability and security of HCLTech's technology infrastructure.

DETAILED RESPONSIBILITIES

- Provide advanced technical support for complex incidents escalated by analysts, ensuring swift resolution and maintaining high customer satisfaction.

- Conduct thorough root cause analysis to identify and address underlying issues, implementing sustainable solutions for technical and security challenges.

- Adhere strictly to organizational quality standards, regulatory requirements, and company policies to uphold operational integrity.

- Update and manage the knowledge base, ensuring accurate documentation and facilitating continuous learning within the support team.

- Mentor and train junior team members and analysts, fostering skill development and promoting best practices.

- Collaborate with cross-functional support teams to resolve tickets within agreed Service Level Agreements (SLAs), ensuring seamless operations and a strong security posture.

- Proactively mitigate security threats, minimize rejected resolutions or reopened cases, and strive for First Call Resolution to enhance customer experience and CSAT scores.

SKILL REQUIREMENTS

MUST HAVE

- Master Data Model (MDM)

- Microsoft Intune