IT Operations Analyst

Description

The IT Operations Analyst serves as first point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer bests solution to customer based on issue and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Provides technical leadership to the team and organization.

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
• Dedicated onsite time with clients
• Willing to work from client site and solve/troubleshoot issues
• Determine best solution based upon the issue and details provide by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Remediate and resolve some network and server issues remotely and onsite
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• Represent Visual Edge Technology professionally to all interested parties including customers, prospects, and outside vendor partners
• Adherence and commitment to Visual Edge Technology Core Values
• Process oriented, with great attention to detail
• Other duties assigned

Qualifications

• One or more of the following: Microsoft MCP Windows 10, Microsoft MCP Server 2012 or later, Microsoft MCP Office 365, COMTIA A+, COMTTIA Network+ or related experience.
• High School Diploma or GED or equivalent combination of education and experience
• Minimum 2 years full-time experience working in a technology solutions environment