Sr. Advisor I -Technical Support

This is a key leadership role for a technical professional who can blend deep expertise with strong team leadership. As a Sr. Advisor I - Technical Support, you will be responsible for overseeing daily technical operations, providing advanced problem-solving, and building a strong technical bench strength within the team. You will be a crucial point of contact for complex escalations and client interactions, ensuring the delivery of top-tier technical support.

Role and Key Responsibilities

• Oversee daily operations and ensure timely and effective issue resolution.
• Provide technical expertise in complex problem-solving scenarios.
• Support the team by conducting triages and trainings to upskill both new hires and existing resources.
• Review and update training curriculum to keep the team's knowledge current.
• Create a technical bench strength within the team through mentorship and talent development.
• Collaborate within LOBs/PODs in complex support and collaboration scenarios.
• Interact and host discussions with clients to provide updates and resolve high-visibility issues.
• Manage high-visibility and complex escalations from start to finish.
• Audit sample cases for compliance checks, ensuring timely closures and follow-ups.

Key Skills & Knowledge

• Technical Expertise:
• Proven experience with Windows Server environments, TCP/IP, and other network protocols.
• Experience managing, maintaining, and updating server infrastructure in an enterprise-scale environment.
• Strong knowledge of DNS, DHCP, DFS, VPN, AOVPN, Wireless, FTP, and other key network services.
• Strong knowledge of virtualization technologies such as Hyper-V.
• Leadership & Communication:
• Experience in technical team leadership, mentoring, coaching, and building talent.
• Excellent communication skills with the ability to write clear technical documentation.
• The ability to translate complex technical issues into clearly understandable terms for non-technical stakeholders.
• Excellent time management and organizational skills with the ability to prioritize tasks effectively.

Education

• Graduate