Operations Technical Support Job Description

Operations Technical Support Job Description

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Operations technical support provides hands-on support for Microsoft Windows and Apple operating systems, Microsoft Active Directory and directory services, smart phones, and wired/wireless network solutions.

Operations Technical Support Duties & Responsibilities

To write an effective operations technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included operations technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Establishes efficiency of troubleshooting tools as required
Researches, evaluates, and recommends new tools and technologies that falls under Middleware domain space
Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations, ) with a primary emphasis on a quality first call resolution
Supports efforts to maintain accurate master data
Maintenance of the testers work bench and Clean Room
Support Certifications Player First initiative
How we review and prepare for software reviews in EA Certification, with actual hands-on technical support during live reviews
Insight into the administration of Certification tools and systems
Experience of troubleshooting and resolving hardware and software issues in a busy test environment
Relationship building within a team environment, whilst working in a dynamic area with constant change

Operations Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Operations Technical Support

List any licenses or certifications required by the position: ITIL, SSL, PMP, V3, MCSE, LPI, CTS, MCP, RCRA, HAZWOPER

Education for Operations Technical Support

Typically a job would require a certain level of education.

Employers hiring for the operations technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Computer Science, Engineering, Education, Information Technology, Science, Associates, Information Science, Mathematics, Management

Skills for Operations Technical Support

Desired skills for operations technical support include:

Biohazard products and procedures
Microsoft Office suite
Ticketing tools
Troubleshooting tools
Microsoft Office 2007 /2010/ O365
Two
VPN
Wired/wireless networking protocols
Wireless
Active Directory

Desired experience for operations technical support includes:

Candidate should have experience working with massive unstructured data sets
SQL experience including writing raw queries
How to train new hires on Certification systems
Advanced level of English, both written and verbal
Advanced knowledge of Windows OS and Microsoft Office software
MAC support knowledge

Operations Technical Support Examples

1

Operations Technical Support Job Description

Job Description Example
Our innovative and growing company is looking for an operations technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for operations technical support
  • Trouble-shoot Technical related problems and take corrective action
  • To work with third party vendor/support team to provide a seamless support model for the business
  • To coordinate and perform system maintenance process
  • To setup and support Murex/MLC Environments for User Acceptance Testing
  • To assist in rolling out of new Murex/MLC version of the application adhering to the best practices of the release management procedures
  • Creates, schedules and monitors moderately complex production jobs for financial services applications
  • Establishes File Transfer Protocol (FTP) setup for external/internal clients including account setup, password and key exchange
  • Provides Tier 1 support for moderately complex business transactions that are unusual or require "special handling" (large fund eliminations, conversions, deconversions, etc)
  • To provide 1st line technical support
  • To provide 2nd line technical support, diagnosing problems when required, and solving them, visiting users at their desk if required
Qualifications for operations technical support
  • Written and verbal communication skills are paramount to the successful execution of this position
  • Minimum 2 years of experience in Support environment
  • Technical skills on Sybase/SQL, Unix Shell scripting and experience in Unix platform is a must
  • Development skills (Java, C) and knowledge of standard technologies (HTML, Javascript, XML, J2EE) is a plus
  • Ability to troubleshoot, resolve problems and work under tight deadline
  • Ability to communicate effectively and work efficiently with a group of people supporting both functional/technical areas
2

Operations Technical Support Job Description

Job Description Example
Our company is looking to fill the role of operations technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for operations technical support
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
  • To take ownership of user problems and be proactive when dealing with user issues or infrastructure incidents Hardware et Software
  • To take and promote a client oriented attitude, being a team player, with a constructive approach
  • Manage complex calls to the relevant teams, in London or any other country entitled to give 3rd level support
  • Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective
  • Monitor Customer/Technical support process and procedures
  • Diagnose, prioritize, troubleshoot and resolve incidents
  • Resolve helpdesk requests Outlook issues, Operating system issues, printer, Standard software, and Antivirus
  • Provide training support and instruction
  • Own the entire documentation set, including the documentation architecture, writing, editing, testing accuracy, and deployment
Qualifications for operations technical support
  • Experience or understanding of Programming or Code development type of tasks
  • Proven experience in Lean Six Sigma or Continuous Improvement
  • Demonstrated service management experience
  • Demonstrated team-building and coaching skills
  • Proven ability to quickly earn the trust of stakeholders and to mobilize and motivate teams
  • Ability to understand and ethically navigate the organizational dynamics and company culture
3

Operations Technical Support Job Description

Job Description Example
Our innovative and growing company is looking for an operations technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for operations technical support
  • Continuously gather information and requirements from the development and operations staff to produce best practices and react to ever-changing technologies
  • Ensure that change management is performed effectively, including system testing, end-user training/orientation, end-user acceptance testing
  • Provide leadership to a DevOps Team that encompasses Architects, Engineers, Product Managers and Support Analysts to meet the needs of the organization by maintaining a high level of service availability
  • Lead DevOps team to design and implement continuous integration, deployment automation and release management strategies to automate repetitive manual tasks so we can focus on innovation
  • Ensure new products, features and functionality are built for production operations
  • Weekend hours are required (This position has a schedule of a 4 day, 10-hour work week that will include one weekend day as part of the schedule)
  • Provides hardware and software support across AAIR
  • Responsible for eResearch access management campus-wide
  • Responsible for the management of support tickets across Academic Information Systems
  • Ensure skillset is maintained for current system and application support upcoming technologies
Qualifications for operations technical support
  • Proven track record in hardware, software, and network troubleshooting in a Windows/Mac environment preferred
  • Strong oral and written communication skills, strong technical and analytical aptitude
  • English / French language skills (Written and verbal) – Mandatory
  • Ability to multi-task & willingness to handle tasks given individually
  • Mobile device knowledge is plus
  • Technical expertise in computer and network operating systems
4

Operations Technical Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of operations technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for operations technical support
  • Roster members selected for the consultancy assignment will work with ECA RO and COs in the region
  • Provide technical support in designing, implementing or evaluating projects in the assigned areas
  • Organisation of Project/Programme Management trainings
  • Event Organisation (overall logistics, agenda, materials)
  • Facilitation of Events (design the overall workshop structure, development of appropriate facilitation methodology, facilitation during events and production of final reports)
  • ICT Services (web design and development, system development, data analytics)
  • Supports budget cycle by providing relevant information
  • Achieving high levels of customer satisfaction in a customer facing role
  • Maintaining mechanical and electrical integrated systems, and related hardware
  • Documenting all customer problems about equipment maintenance, repairs, and problem resolution
Qualifications for operations technical support
  • Experience working with software documentation style guides, such as MSTP, and creating or contributing to team style guides
  • 5+ years of professional experience, including 3+ years of experience writing documentation for an operations audience
  • Bachelor's Degree in English, Technical Writing, or a related field
  • Experience creating end-to-end user documentation plans and managing the content lifecycle
  • Experience creating functional requirement specifications and diagramming processes
  • Experience with e-learning software
5

Operations Technical Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of operations technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for operations technical support
  • Assisting with deploying software service updates and troubleshooting issues
  • Creating specifications and requirements for diagnostics tools
  • Influencing and creating documentation (engineering and product) reviews and product requirement discussions as the Customer Support representative
  • Identifying potential system improvements and enhancements to achieve customer objective(s)
  • May lead or contribute to efficiency and scaling projects
  • Is a subject matter expert on systems
  • Identifies and develops automation for operating system maintenance and support
  • May give presentations and training to develop team
  • Work with the Support Engineer Manager to resolve customer problems within agreed upon time frame following a predefined critical issue procedure
  • Influencing documentation (engineering and product) reviews and product requirement discussions as the Customer Support representative
Qualifications for operations technical support
  • Able to identify and understand audience needs
  • Working knowledge of current Microsoft platforms including exposure to (Windows Server 2012, 2008, 2003, Windows 2000, Windows NT, Windows 98, 95, and 3.1
  • Ability to solve customer concerns through effective use of tools, queue policy, products, offers, and scripting
  • Ability to display confidence in communicating solutions
  • Previous Maintenance Control experience a plus
  • Working knowledge of Title 14 CFR 121 governing aircraft certification and maintenance

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