eNcloud Services Immediate Requirement Job Title : Operations Support Analyst Job Type : W2 / C2C Location : Mechanicsville VA Position : Hybrid Job Description :
- Able to Identify research and resolve technical and procedural issues.
- Respond to telephone calls emails tickets and personnel requests for technical support.
- Documents tracks and monitors issues / tickets to ensure a timely resolution.
- Escalate unresolved issues / ticket to Tier II / III support.
- Must 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.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision / direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules to include nights weekends and some holidays. MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
- Technical problem resolution judgment and decisionmaking skills.
- Strong analytical interpersonal and written / verbal communication skills.
- Two years of technical customer service experience or equivalent education.
- Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
- Flexible and able to adapt to a rapidly changing environment.
- Ability to communicate well and work independently with minimum supervision.
- Willingness to learn new technologies dive into challenges and take direction. TECHNICAL SKILLS
- Strong understanding of computer systems including hardware and software and networks.
- Excellent analytical abilities to identify diagnose and resolve customer call and email issues.
- Strong problemsolving abilities with skills in analyzing and resolving technical issues.
- Correctly log and escalate queries in incident management system.
- Monitor open issues keep users informed of status. 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).
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