About the job
As an IT Operations Specialist, your role will encompass:
- Acting as the technical authority in the analysis, design, development, and implementation of deployment solutions, modifications, and enhancements.
- Providing in-depth technical expertise across various technology disciplines related to deployment and systems management.
- Offering high-level consultation and technical guidance to senior and mid-level management on Windows PC and Mac deployment and systems management issues.
- Assisting the Product and Sales teams as necessary.
- Designing, conducting, and documenting User Acceptance Testing (UAT) and comprehensive solution quality assessments.
Key Responsibilities
- Manage a large volume of support calls while monitoring, triaging, and troubleshooting incoming requests through ticketing systems.
- Deliver technical phone support for users of the Workplace product and accurately document all interactions in the ticketing system.
- Utilize technical documentation to follow the correct troubleshooting procedures for reported issues.
- Oversee ticket queues to ensure compliance with SLA requirements and escalate issues as needed.
- Ensure thorough documentation of incidents and resolutions using Zendesk.
- Provide remote desktop support to both client and internal users.
- Proactively identify emerging issues and take swift action to mitigate their impact.
- Keep management informed about trending technical problems and contribute suggestions for process improvements.
- Develop effective cross-functional relationships to facilitate escalation paths and ensure end-user success.
- Maintain a positive, professional environment when interacting with customers and colleagues.
