Administrator - BigFix (Endpoint Management Software)

About the role

The BIGFIX Support Administrator plays a critical role in the Support & Operations team by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This role is essential for ensuring high-quality customer service and operational excellence, leading to improved customer satisfaction and adherence to company standards.

What you'll do

• Utilize Bigfix To Independently Resolve Tickets Within Agreed Slas, Ensuring Timely And Efficient Handling Of Customer Requests
• Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analyses To Identify And Address Underlying Problems
• Update And Manage The Knowledge Base By Documenting Solutions And Best Practices In Bigfix, Contributing To Continuous Improvement Efforts
• Conduct Training Sessions For New Hires And Coach Analysts On Bigfix Functionalities And Troubleshooting Techniques, Fostering Skill Development Within The Team
• Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing Cases Of Rejection And Reopening, Thus Enhancing Overall Customer Satisfaction

What you need

• Root cause analysis
• Any graduate

Good to have

• ITIL