Administrator (Support & Operations)

Job Summary

To independently resolve tickets, provide on‑call support and perform root cause analysis to ensure positive customer feedback.

Key Responsibilities

  • Adhere to quality standards, regulatory requirements and company policies.
  • Provide support for on‑call escalations and conduct root‑cause analysis of given issues.
  • Work on value‑adding activities such as knowledge‑base update & management, training freshers, and coaching analysts.
  • Independently resolve tickets within agreed SLA of ticket volume and time.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / reopen cases.

Profile Description

We are looking for a customer‑focused IT professional with a strong technical background and a consultative mindset. The ideal candidate demonstrates professionalism, independence, and the ability to thrive in fast‑paced environments.

Key Responsibilities & Skills

  • Provide exceptional customer service, technical consulting, and end‑user training.
  • Troubleshoot and repair desktop and laptop hardware, both on‑site and in related technical environments.
  • Diagnose and resolve issues across desktops, workstations, notebooks, and Dell tablets (Break/Fix expertise).
  • Support and troubleshoot Microsoft Windows operating systems .
  • Support and troubleshoot macOS (Big Sur and later) .
  • Utilize strong knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).
  • Apply a basic understanding of networking, Intel servers, and telecommunications .
  • Demonstrate strong problem‑solving, analytical, and critical‑thinking abilities.
  • Communicate clearly and effectively, both written and verbal.

We Offer

  • Competitive compensation package.
  • Opportunities for professional growth and career development.
  • Exposure to diverse technologies and enterprise‑level environments.
  • A collaborative, inclusive, and supportive work culture.
  • Ongoing training and skill‑building opportunities.
  • The chance to work independently while being part of a strong technical team.
  • Meaningful work supporting critical business operations and end users.

Qualifications

  • Professional demeanor and strong customer service/consulting/training skills.
  • Experience troubleshooting/repairing desktop and laptop hardware.
  • Basic understanding of networks, Intel servers and telecoms.
  • Strong Break / Fix skills on desktops, workstations, notebooks, and Dell tablets.
  • Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint).
  • Strong Microsoft operating system troubleshooting skills.
  • Strong macOS (Big Sur & above) troubleshooting skills.
  • Strong problem‑solving and critical‑thinking skills.
  • Strong written and verbal communication skills.
  • Self‑motivated, able to work independently with minimal supervision.
  • Excellent time‑management skills.
  • Detail and process oriented.
  • Ability to walk long distances across large facilities.
  • Must pass a background security check.
  • Valid driver’s license and reliable transportation.
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