eNcloud Services Immediate Requirement Job Title: Operations Support Analyst Job Type: W2/C2C Location: Mechanicsville, VA Position: Hybrid Job Description: * Able to Identify, research, and resolve technical and procedural issues. * Respond to telephone calls, emails, tickets, and personnel requests for technical support. * Documents, tracks, and monitors issues/tickets to ensure a timely resolution. * Escalate unresolved issues/ticket to Tier II/III support. * Must read and comprehend technical procedures and Standard Operating Procedures (SOPs). * Communicate accurate and useful status updates. * Manage and report time spent on all work activities. * Must be able to work in a team environment. * Must be customer service focused. * Work independently and proactively with minimal supervision/direction. * Flexible and able to adapt to a rapidly changing environment. * Must be able to work flexible shift schedules, to include nights, weekends, and some holidays. MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS * Technical problem resolution, judgment, and decision-making skills. * Strong analytical, interpersonal, and written/verbal communication skills. * Two years of technical customer service experience or equivalent education. * Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. * Flexible and able to adapt to a rapidly changing environment. * Ability to communicate well and work independently with minimum supervision. * Willingness to learn new technologies, dive into challenges and take direction. TECHNICAL SKILLS * Strong understanding of computer systems, including hardware and software and networks. * Excellent analytical abilities to identify, diagnose and resolve customer call and email issues. * Strong problem-solving abilities with skills in analyzing and resolving technical issues. * Correctly log and escalate queries in incident management system. * Monitor open issues, keep users informed of status. PREFERRED QUALIFICATIONS * Degree in a relevant field preferred or equivalent relevant experience in IT support. * ITIL certification preferred * Network+, A+ or Security+ Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).