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IT Operations Support Specialist
Ref No.: 19-01820
Location: Seattle, Washington
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.
 
The Information Technology (IT) Operations Support Specialist is responsible for applying diagnostic techniques to identify problems, investigate causes, contact vendors, apply appropriate solutions, and to fully own incidents to completion. This is the key role for internal technical troubleshooting for IT Support and problem solving with internal teams, business and vendor partners. This role owns all escalated incidents from the triage teams through resolution for their respective business groups. Utilizing excellent customer service, the Support Specialist will serve as a liaison between customer groups and IT teams for incidents and service requests. This role must also be able to incorporate the latest technology and how best to leverage its capabilities for their designated business groups.  
 
Responsibilities:
  • Responsible for driving incident resolution with full ownership post triage team for designated business groups
  • Facilitate and process Service Requests and participate in project planning and coordination for their business group
  • Monitor and communicate impacts and trends related to assigned business groups
  • Maintain current knowledge of relevant technologies by participating in all stages of the lifecycle
  • Manage individual capacity and balancing time between operations and initiatives, meeting expectations for ongoing resourcing processes
  • Assist and collaborate with Tier 3 teams in problem and major incident management activities specifically identification, research, and initial vendor contact
  • Participate in testing new technologies for impact analysis and transition to support operations
Qualifications:
  • Bachelor's degree or equivalent experience required; emphasis in a technical or a related field preferred
  • 3+ year(s) of related experience required
  • Tier 2 experience in a professional services environment required
  • Strong remote support experience in an enterprise environment
  • Must be able to work productively in an ambiguous environment
  • Knowledge of ITIL Foundation required; ITIL Foundation certification preferred
  • Strong troubleshooting, analytical, and problem-solving skills with proven ability to deliver results to remediate and resolve issues
  • Understand, interpret, and meet or exceed expectations for KPIs, SLAs, and other IT Service performance metrics for performance, self-development, and growth
  • Proven ability to work effectively as a team member and as a self-motivated individual contributor delivering high quality work on time and with minimal supervision
  • Proven ability to embrace and adapt to technology and business environment continual changes in order to ensure customer experience and adoption
  • Ability to travel as needed, approximately 5%
  • May require some overtime hours 
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.