Administrator - Hardware Asset Management

Administrator - Hardware Asset Management

The Hardware Support Administrator plays a critical role in ensuring the smooth operations of hardware systems by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This position is vital for enhancing customer satisfaction and operational efficiency within the organization.

Key Responsibilities:

• Adhere to quality standards and regulatory requirements while managing hardware break-fix incidents, ensuring compliance with company policies.
• Provide on-call support for escalated hardware issues by diagnosing and resolving problems effectively, utilizing hardware troubleshooting techniques.
• Update and manage the knowledge base by documenting solutions and processes for hardware issues, contributing to continuous improvement.
• Independently resolve hardware support tickets within the agreed SLA, ensuring timely and efficient service delivery.
• Enhance customer experience and CSAT by achieving first call resolution rates and minimizing the number of rejected resolutions or reopened cases through effective hardware troubleshooting.

Skill Requirements:

• Proficient in hardware break-fix methodologies and troubleshooting techniques.
• Strong analytical skills for conducting root cause analysis of hardware issues.
• Good communication skills to interact with customers and provide clear guidance.
• Familiarity with ticketing systems and service level agreements.

Other Requirements:

• Optional certifications:
  CompTIA A+, ITIL Foundation, or equivalent in hardware support and operations.

Maximum Salary (US): 75000 Minimum Salary (US): 51000