Operations Support Analyst

4 weeks ago


Mechanicsville, United States Snapx Full time

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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