Operations Support Analyst

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 decision-making 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 problem-solving 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 (Service Now preferred).