Senior Technical Support Administrator

The Senior Technical Support Administrator is responsible for mitigating service interruptions, resolving complex incidents and problems, responding to service requests, and providing advanced technical support. Performs system administration of technology management tools. Responsible for leading device management and configuration management across various technology platforms, device types, and solutions. Spearheads research, development, and testing of new technologies. Participates and provides technology-specific support to project teams. Mentors other technical support team members and provides training. Maintains service levels and collaborates with team members to provide guidance.Key Responsibilities: A list of the essential duties & responsibilities of the jobSystem Software: Reviews system software updates and identifies those that merit action. Tailors system software to maximise hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.Systems Installation/DecommissioningUndertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.Incident Management: Troubleshooting and resolving hardware and software issues.Performs research and develops solutions for hardware and software issues.Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents andseeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents.Documents and closes resolved incidents according to agreed procedures.Problem Management: Recommends solutions, resolves problems associated with incidents, and updates problem records.Conducts root cause analysis.Monitors production standards and procedures and recommends improvements.Identifies improvements in processes to minimize incident occurrence or increase speed of resolution.Contributes to regular operational performance reviews to generate continuous improvement opportunities.Customer Support:Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.Release and deployment Assesses and analyses release components. Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods– manual or automatic - and ensuring, where possible, information exchange with configuration management. Ensures release processes and procedures are maintained.Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.Porting/software configurationConfigure software and equipment and tests platform-specific versions of one or more software products.Report the outcome of testing and identifies potential improvements to the process and to the software products according to agreed designs and standards.Application support Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.Research: Within given research goals, assists in selection and review of credible and reliable resources to gain an up to-date knowledge of any relevant field. Reports on work carried out and may contribute sections of material of publication quality.Posting Date:Department:IS Staff Aug - 1493010011