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IT/Operations

Technical Operations Specialist

at Patch in New York, NY   —   Apr 12, 2014   |  
Overview
Technical Operations Specialist

Technical Operations Specialis
Will be responsible for providing technical support to internal clients on all Patch and AOL managed systems. This includes the duties outlined below.
Essential Duties and Responsibilities:
Troubleshoot and track technical issues, via a “support ticketing” solution
Provide support to internal customers to build system/platform knowledge and resolve issues
Follow standards for communications with business involving Operational issues
Own system operational issues for company systems by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue
Work with levels tier 2, and 3 teams to address defects
Handle system administrative duties including:
Account setup
Configure access of different elements in each system
Perform other activities and duties as requested
Write and edit documentation and other instructions as requested and help to maintain the quality and integrity of support documentation
Responsibilities
Technical Operations Specialist
Will be responsible for providing technical support to internal clients on all Patch and AOL managed systems. This includes the duties outlined below.
Essential Duties and Responsibilities:
Troubleshoot and track technical issues, via a “support ticketing” solution
Provide support to internal customers to build system/platform knowledge and resolve issues
Follow standards for communications with business involving Operational issues
Own system operational issues for company systems by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue
Work with levels tier 2, and 3 teams to address defects
Handle system administrative duties including:
Account setup
Configure access of different elements in each system
Perform other activities and duties as requested
Write and edit documentation and other instructions as requested and help to maintain the quality and integrity of support documentation
Skills:
Strong analytical skills
Working knowledge of Windows and Mac operating systems
Solid computer application skills (web browser, email client, word processing, text editing and spreadsheets)
Excellent organizational and interpersonal skills
Excellent customer service skills, with strong written and verbal communications.
Ability to establish and maintain effective working relationships with managers and employees, along with working with external clients, or customers.
Ability to respond to frequent demands of multiple customers (internal and external).
Education / Experience:
Bachelor’s degree in a Technical/Scientific discipline or equivalent experience
1-2 years experience in technical support, or relevant combination of education and experience or relevant combination of education and experience
Experience
Skills:
Strong analytical skills
Working knowledge of Windows and Mac operating systems
Solid computer application skills (web browser, email client, word processing, text editing and spreadsheets)
Excellent organizational and interpersonal skills
Excellent customer service skills, with strong written and verbal communications.
Ability to establish and maintain effective working relationships with managers and employees, along with working with external clients, or customers.
Ability to respond to frequent demands of multiple customers (internal and external).
Education / Experience:
Bachelor’s degree in a Technical/Scientific discipline or equivalent experience
1-2 years experience in technical support, or relevant combination of education and experience or relevant combination of education and experience
Education
College Degree
Compensation
open
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