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Remote Operations Technician I

Company: ICS
Location: Auburn
Posted on: March 20, 2023

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.


Keywords: ICS, Worcester , Remote Operations Technician I, Professions , Auburn, Massachusetts

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