Expired
Company:
cyberThink, Inc
Location: Mechanicsville
Closing Date: 16/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description:
As an Operations Support Analyst, you will identify, research, and resolve technical and procedural issues. This role involves responding to telephone calls, emails, tickets, and personnel requests for technical support. You will document, track, and monitor issues and tickets to ensure timely resolution and escalate unresolved issues to Tier II/III support. You must be able to read and comprehend technical procedures and Standard Operating Procedures (SOPs) while communicating accurate and useful status updates. Managing and reporting time spent on all work activities is essential, as is working in a team environment with a focus on customer service. You will work independently and proactively with minimal supervision and direction, adapting to a rapidly changing environment and being available for flexible shift schedules, including nights, weekends, and some holidays.
Key Responsibilities:
Identify, research, and resolve technical and procedural issues
Respond to telephone calls, emails, tickets, and personnel requests for technical support
Document, track, and monitor issues/tickets to ensure timely resolution
Escalate unresolved issues/tickets to Tier II/III support
Read and comprehend technical procedures and Standard Operating Procedures (SOPs)
Communicate accurate and useful status updates
Manage and report time spent on all work activities
Work effectively in a team environment
Maintain a customer service-focused approach
Work independently and proactively with minimal supervision
Be flexible and able to adapt to a rapidly changing environment
Work flexible shift schedules, including nights, weekends, and some holidays
Required Skills, Experiences, Education, and Competencies:
Strong understanding of computer systems, including hardware, software, and networks
Excellent analytical abilities to identify, diagnose, and resolve customer call and email issues
Strong problem-solving skills with the ability to analyze and resolve technical issues
Experience logging and escalating queries in an incident management system
Ability to monitor open issues and keep users informed of status
Strong technical problem resolution, judgment, and decision-making skills
Excellent analytical, interpersonal, and written/verbal communication skills
Two years of technical customer service experience or equivalent education
Ability to exhibit a positive approach and work efficiently as an individual contributor and team member
Flexibility and adaptability to rapidly changing environments
Strong communication skills with the ability to work independently with minimal supervision
Willingness to learn new technologies, tackle challenges, and take direction
Preferred Qualifications:
Degree in a relevant field preferred or equivalent relevant experience in IT support
ITIL certification preferred
Network+, A+, or Security+ Certification preferred
Experience with ticketing systems (ServiceNow preferred)
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
As an Operations Support Analyst, you will identify, research, and resolve technical and procedural issues. This role involves responding to telephone calls, emails, tickets, and personnel requests for technical support. You will document, track, and monitor issues and tickets to ensure timely resolution and escalate unresolved issues to Tier II/III support. You must be able to read and comprehend technical procedures and Standard Operating Procedures (SOPs) while communicating accurate and useful status updates. Managing and reporting time spent on all work activities is essential, as is working in a team environment with a focus on customer service. You will work independently and proactively with minimal supervision and direction, adapting to a rapidly changing environment and being available for flexible shift schedules, including nights, weekends, and some holidays.
Key Responsibilities:
Identify, research, and resolve technical and procedural issues
Respond to telephone calls, emails, tickets, and personnel requests for technical support
Document, track, and monitor issues/tickets to ensure timely resolution
Escalate unresolved issues/tickets to Tier II/III support
Read and comprehend technical procedures and Standard Operating Procedures (SOPs)
Communicate accurate and useful status updates
Manage and report time spent on all work activities
Work effectively in a team environment
Maintain a customer service-focused approach
Work independently and proactively with minimal supervision
Be flexible and able to adapt to a rapidly changing environment
Work flexible shift schedules, including nights, weekends, and some holidays
Required Skills, Experiences, Education, and Competencies:
Strong understanding of computer systems, including hardware, software, and networks
Excellent analytical abilities to identify, diagnose, and resolve customer call and email issues
Strong problem-solving skills with the ability to analyze and resolve technical issues
Experience logging and escalating queries in an incident management system
Ability to monitor open issues and keep users informed of status
Strong technical problem resolution, judgment, and decision-making skills
Excellent analytical, interpersonal, and written/verbal communication skills
Two years of technical customer service experience or equivalent education
Ability to exhibit a positive approach and work efficiently as an individual contributor and team member
Flexibility and adaptability to rapidly changing environments
Strong communication skills with the ability to work independently with minimal supervision
Willingness to learn new technologies, tackle challenges, and take direction
Preferred Qualifications:
Degree in a relevant field preferred or equivalent relevant experience in IT support
ITIL certification preferred
Network+, A+, or Security+ Certification preferred
Experience with ticketing systems (ServiceNow preferred)
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
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