Remote Operations Technician I
Company: ICS
Location: Auburn
Posted on: March 20, 2023
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Job Description:
About ICS
ICS is a leading provider of outsourced IT services, cybersecurity,
communications, and distributed workforce solutions throughout the
United States. As a customer-focused company, ICS integrates the
industry's best technologies and practices for each customer's
specific needs. We also serve as an extension of our customers' IT
departments, enabling them to innovate and grow their business
while helping protect them from the risk of cybersecurity threats.
Headquartered in Endicott, NY, ICS employs over 200 people
throughout its six office locations. As the company continues to
expand its footprint, we are constantly looking for talented
individuals to support our growth.
We're passionate about creating a great place to work for our
employees. ICS is committed to the development and advancement of
all employees. We are a highly collaborative organization, and
there are many opportunities to learn from your colleagues and
advance your career. Work life balance is important to us. ICS is
committed to working with each employee individually to find a
schedule that allows them to fulfill their responsibilities both
inside and outside of work.
Position Overview
The Remote Operations Technician I primary responsibilities is to
resolve tickets by priority of the Tier 1 queue. This is including
but not limited to troubleshooting, coordinating and communication
with customer points of contact to resolve their Tier 1 issues. A
successful Level 1 Technician works closely with their Technical
Team Leader and other members of the team to provide the best
customer experience possible. Must be highly focused, comfortable
in a fast-paced environment, and have excellent listening and
critical thinking skills.
Primary Responsibilities
--- Work tickets in order of priority and SLA from the Tier 1
ticket Queue.
--- Use time as effectively as possible to assess, plan and resolve
Tier 1 issues.
--- Communicate effectively with all necessary team members to
resolve issues in a timely manner.
--- Resolve issues on site as needed or scheduled by the
dispatcher.
--- Work closely with teammates and customers to relay critical
information to and from your technicians and customers.
--- Follow all Standard Operating Procedures for position,
function, and ICS.
- Perform miscellaneous job-related duties as assigned by the
Technical Team Lead.
--- Follow development plan as outlined by leadership.
--- Appropriately document/update all information for changes in an
infrastructure as changes are identified.
PI208231324
Keywords: ICS, Worcester , Remote Operations Technician I, Professions , Auburn, Massachusetts
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