Operations Analyst

Job Summary

The Operations I role provides Level-2 technical support for hardware, software, and peripheral incidents, with a strong focus on first-call resolution and excellent customer service. This position supports a 24/7 operation and requires strong troubleshooting skills, ticket ownership, and effective communication with users and internal teams.

Key Responsibilities

• Validate site, user, and contract information upon ticket receipt.
• Make outbound calls to gather missing details and clearly define incident scope.
• Troubleshoot and resolve Level-2 issues related to:
• PCs and laptops
• Printers, scanners, and peripherals
• POS devices and monitors
• Aim for first-call resolution while maintaining high customer-service standards.
• Accurately document all actions, findings, and resolutions in the ticketing system (Clarify).
• Contribute new solutions and fixes to the knowledge bas...