Title : Network Operations Technical Writer
Location : Pensacola, Florida, onsite to start for training, then hybrid
Duration : + months
Compensation : - / hr
Work Requirements : US Citizen, GC Holders or Authorized to Work in the
Skillset / Experience :
The position will be hybrid and training would be onsite M-F : - : pm for the first few weeks.
Network Operations / Technical Writer / Contractor position
The Network Operations team provides / / monitoring of Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and / or third-party vendors as appropriate.
Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.
The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.
The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.
Responsibilities
- Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued customers
- Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management
- Interview engineers and / or subject matter experts to obtain workflow, processes, or other technical information
- Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks
- Provide timely responses and outcomes to operator inquiries posted in IM
- Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes
- Work collaboratively with support teams and management to implement process improvements
- Provide a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service
- Lead small projects; serve as team spokesperson in project meetings
- Perform other duties as assigned
Qualifications (Required)
- Excellent written communication skills with a keen eye for detail
- Experience in developing technical documentation
- Fluency with industry-standard technical summary and reporting techniques
- Proven ability to quickly learn and understand complex subject matter
- Advanced skill presenting information, findings, conclusions, and alternatives clearly and concisely
- Experience managing multiple priorities independently and / or in a team environment to achieve goals
- Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time
- Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence
- Expert proficiency with MS Office Suite
- Experience creating / editing presentations using software or other types of material / media
- Advanced skill working with all levels of peers, stakeholders, and management
Qualifications (Desired)
- Experience maintaining SharePoint applications / pages
- Experience using OneNote
- Familiarity with ServiceNow
- Experience using SnagIt, Articulate , or similar instructional design tools
- Bachelor’s Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience
Our benefits package includes :
- Comprehensive medical benefits
- Competitive pay, (k)
- Retirement plan
- and much more!
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Network Operations / Technical Writer / Contractor position. Network Operations Technical Writer. The Network Operations team provides // monitoring of Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages su...
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