HonorVet Technologies
L2 Ops Support Contributor
HonorVet Technologies, New York, New York, us, 10261
Job Title - L2 Ops Support ContributorDuration: 12+ MonthsLocation: New York City, NY100% Onsite Role
Job DescriptionClient is seeking a highly skilled L2 Ops Support Contributor to join our team. The ideal candidate will be responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met. Candidate will be working in an intensive, customer focused, schedule driven environment and will have direct accountability for the technical correctness, timeliness and quality of all services performed.
The Work includes the following tasks:Provide leadership, training coordination and operational effectiveness skills for a 24 x 7 support operationCoordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning and reporting amongst the Service Desk and several Level 2 teamsTicket review and follow-up on incorrect/incomplete ticketsEscalation point for others (L2, users, supervisors, etc.)Focus on continuous process improvement and customer satisfactionMaintain knowledge of relevant technologies and standardsMonitor and improve Service Desk performance metricsCoordinate and help resolve high priority and complex support issues for a high impact and demanding environmentMonitor and manage the Service Desk and Level II team queues, participating in or leading escalation calls as neededDemonstrate a proactive approach in response to daily activitiesAlert leadership of situations that require immediate support or escalationManage vendor relationships that support daily operational needsLiaise between multi-level teamsMonitor and record activity/updates that pertain to given assignmentsDemonstrate a proactive approach in response to daily activitiesCreate documentation and reports, as directedAnswer ad hoc requests for information on short timelineSome schedule and on-call flexibility is required
Personnel shall possess the following requirements, skills, and attributes:Bachelor's Degree requiredRelated past work experience in a customer facing technical support roleTroubleshooting experience (Diagnosing, correcting, and escalating when necessary)Strong communication skills with the ability to work collaboratively as part of a teamAbility to demonstrate effective problem-solving skillsRefined verbal and written communication skillsMaster of multi-taskingAttention to detail, efficient with the ability to prioritizeAbility to follow, evaluate and streamline processes as neededExperience with mobile devices preferred (phones, tablets, etc.)ServiceNow experience a plus
Job DescriptionClient is seeking a highly skilled L2 Ops Support Contributor to join our team. The ideal candidate will be responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met. Candidate will be working in an intensive, customer focused, schedule driven environment and will have direct accountability for the technical correctness, timeliness and quality of all services performed.
The Work includes the following tasks:Provide leadership, training coordination and operational effectiveness skills for a 24 x 7 support operationCoordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning and reporting amongst the Service Desk and several Level 2 teamsTicket review and follow-up on incorrect/incomplete ticketsEscalation point for others (L2, users, supervisors, etc.)Focus on continuous process improvement and customer satisfactionMaintain knowledge of relevant technologies and standardsMonitor and improve Service Desk performance metricsCoordinate and help resolve high priority and complex support issues for a high impact and demanding environmentMonitor and manage the Service Desk and Level II team queues, participating in or leading escalation calls as neededDemonstrate a proactive approach in response to daily activitiesAlert leadership of situations that require immediate support or escalationManage vendor relationships that support daily operational needsLiaise between multi-level teamsMonitor and record activity/updates that pertain to given assignmentsDemonstrate a proactive approach in response to daily activitiesCreate documentation and reports, as directedAnswer ad hoc requests for information on short timelineSome schedule and on-call flexibility is required
Personnel shall possess the following requirements, skills, and attributes:Bachelor's Degree requiredRelated past work experience in a customer facing technical support roleTroubleshooting experience (Diagnosing, correcting, and escalating when necessary)Strong communication skills with the ability to work collaboratively as part of a teamAbility to demonstrate effective problem-solving skillsRefined verbal and written communication skillsMaster of multi-taskingAttention to detail, efficient with the ability to prioritizeAbility to follow, evaluate and streamline processes as neededExperience with mobile devices preferred (phones, tablets, etc.)ServiceNow experience a plus